Notification of ticket without agent update

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6 Comments

  • Dan Rivero
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    Is there a way to make this work if the ticket is updated by another agent?

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  • Brett - Community Manager
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    Hi Dan,

    The Hours since assignee update is <X> hours. condition that Kate mentions above will only look for a comment update from the assignee of the ticket. Therefore if another agent who is not the assignee replies to the ticket then the automation should still fire because no updated was posted by the assignee.

    Are you wanting the automation to fire even if another agent is replying to the ticket or do you want to prevent the automation from firing if another agent replies?

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  • Dan Rivero
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    I want to prevent the automation from firing if another agent replies, all our agents share tickets so I am trying to figure out a way to work with that.

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  • Brett - Community Manager
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    Hi Dan,

    If your agents are setting the ticket to pending after they submit a response would it be more beneficial to use the Hours since open condition instead? That way once the end-user replies the ticket is set to Open and the timer restarts.

    Let me know your thoughts.

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  • Dan Rivero
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    They do not change the status, they reply via email normally and leave as open. I am trying work around that.

    Thank You

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  • Brett - Community Manager
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    Hi Dan,

    That may make things a little tricker. You could use the Hours since update condition but then the clock would reset even if the end-user replied again.

    The only other option would be to have your agents use the Mail API to set the status to pending from their email inbox. That way you can use the Hours since pending condition.

    Cheers!

    0

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