Resetting drop-down ticket field values for follow-up tickets Follow

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3 comments

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    Jason Littrell

    I had no idea this closed ticket channel existed. Pretty cool.

    The most common request I get for follow-up tickets, though, is to assign it to the group that handled the previous ticket. Is there a simple way to do that using the closed ticket condition? I know I could probably create triggers to add tags based on the group, then create another set of triggers to read the tags on follow-up tickets and reassign the group, but that's a little too cumbersome.

  • Avatar
    Jessie Schutz

    Hi Jason!

    The group and requester from the Closed ticket don't get carried over to the follow-up ticket when it's created, so I'm afraid Triggers are going to be the way to go with this.

    You can create triggers to add tags based on the group if you like. Otherwise, you might consider adding a drop-down field to the ticket form and make it required for agents to fill out in order to solve the ticket. This will force them to select their group, and then you'll just need to create the Triggers based on the selections from the custom field. This would save you some time building Triggers, but it will add a little bit of work for your agents, and of course there's always the margin for error.

    Please let me know if you have any other questions!

  • Avatar
    Matthew Searle

    I have a version of this set up with the 'Remove tags' action with a list of the tags that can be applied for our various custom fields. I found that just resetting the fields wasn't enough to wipe the tags.

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