Why does a ticket not get reopened when the requester (who is an agent) makes a reply to a Solved ticket? Follow

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6 comments

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    Piritta Waulu

    Hello, can you please tell me how the trigger should be set? I'm having difficulties to make one that works. 

    Ticket status is solved, ticket comment is private and the action is to change status to open.

    But this makes the ticket impossible to solve, if you add text when solving the ticket, it opens up again so it's kind of in a loop. 

  • Avatar
    Jessie Schutz

    Hi Piritta! Welcome to the Community!

    Can you tell me more about your workflow? What situations do you want the ticket to re-open, and what situations do you not want this? This info will help me figure out how to fix your trigger.

     

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    Piritta Waulu

    Hello, I submitted a request about this and the matter is solved. Thanks.

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    Nicole Relyea

    Hi Piritta, thanks for letting us know. Glad you got it resolved!

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    Jennifer Zou

    Hi Zendesk,

    I have the same issue. Does anyone know how to set trigger to solve this issue?

    My workflow is: when the requester is an agent and replies to the ticket, if the ticket's status is pending, then it will be changed to open automatically.

    Thanks.

  • Avatar
    Nicole Relyea

    Hey Jennifer - 

    The solution that came out of Piritta's ticket was the suggestion: to add the condition ''Ticket Status not changed to Solved." 

    Give that a try and let us know if that solves it or if there are more questions for us to answer. 

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