One-touch ticket strategies📋

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4 Comments

  • Stefany Parracho

    Hi,

    Sending the ticket as pending lose the one-touch?
    Even if the user doesn't respond and the ticket closes after 5 days with just one interaction? 

    Thank you!

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  • Jeff Haynes
    Zendesk Customer Success

    Hi Stefany,

    It is possible that a ticket that has been auto-solved using an automation after one-agent reply could be considered a one-touch ticket. To get around this, you could have your automation add a tag to the ticket to indicate that it was solved by the automation, and not by the agent. Something like "auto_solved", and then just exclude any one-touch tickets that include this tag when examining these tickets in Explore.

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  • Kerry Washington

    Hi Jeff and Customer Success,

    I have a serious problem that I can't figure out how to solve.

    My users constantly open multiple tickets sometimes with the same question.  They usually made some mistake and are in a panic mode. I think they think they will get more attention but it has the opposite effect.

    How to I keep them from opening a new ticket when an existing ticket is still being answered?

     

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  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Kerry!

    There is not a sure fire way to prevent End Users from being able to create multiple tickets. The best thing you could do if they are from the same user and are the same question is to merge them, that way they are all kept under the same ticket that the agent is working on. Please see below for instructions on how to merge tickets:

    https://support.zendesk.com/hc/en-us/articles/203690916-Merging-tickets

    I hope that helps! Have a great day, cheers.

    Jason Schaeffer | Customer Advocate |

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