Why is the customer's reply not changing the ticket status to open?

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11 Comments

  • ClickDimensions Support

    So how do I go about fixing this behavior as I sometimes have internal agents that will be submitting tickets to our zendesk that need to alert other internal agents of the changes.

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  • Madison Davis
    Zendesk Community Team

    Hi Gus! Are your agents using the Support UI to update these tickets? If so, they can still submit the ticket as "open" when they update the ticket. If your agents are not using Support and instead replying by email or another channel, there are still a couple ways you could update the ticket status on these, too. 

    The first option is to have your agents use the Mail API to pass through the ticket status #open as they reply by email. You can read more about Mail API commands and what's possible with them here

    The second option is to create a trigger that opens tickets with a new comment from the requester when the requester is an agent:

    I hope this gets you pointed in the right direction!

    -1
  • Louise Holmstrøm Stolborg

    Can this workaround also work if the agent in question is a chatonly agent and they are cc on the ticket and not the main requester?

    One of our chatonly agents is a projekt manager who often sends in important updates to our tickets. It is really bad that they don't change to open.

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  • Brett Bowser
    Zendesk Community Team

    Hey Louise,

    You would need to remove the Requester > is > Current User condition for the ticket to re-open in this case. However, then the ticket would re-open any time an agent replies to a ticket.

    Let me know if you have any other questions!

    -1
  • Louise Holmstrøm Stolborg

    Hi Brett

     

    Are you sure? because when I did that, my trigger prevented all agents from changing the status of tickets. It wasn't until I disabled it that we were able to change statuses again.

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  • Brett Bowser
    Zendesk Community Team

    Hey Louise,

    The agents can change the status, however, that trigger is reverting those changes and switching the ticket back to open. I did some testing on my end and it doesn't look like there's a way for the trigger to determine whether the chat-agent is the one updating the ticket as a CC.

    Perhaps other users can jump in here and offer up an alternative solution for you.

    Let me know if you have any other questions in the meantime!

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  • Louise Holmstrøm Stolborg

    Hi

     

    I sorta found a solution. But I have to enter all our support staff in, which can cause issues if we ever have staff changes.

    Why won't the trigger let me set it so that it is whenever a chatagent writes in? or a specific chatagent? she isn't available in the drop down

    Current status:

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  • Brandon Tidd
    Community Moderator

    Hi Louise Holmstrøm Stolborg - 

    I'm curious if the chat-agent is cc'd, are they replying via email to the thread?  Does their update come in as a private reply?  If so, you may be able to leverage the "Update Via" condition.  Hope this helps!

    Brandon

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  • Sabrina Whittington

    Looking for some support.  I've automated Zendesk with our proprietary platform based on conditions met to fire an email to the requestor asking for certain pieces of information.

    I have these emails sent to the requestor and also sent to the requestor/clients group within Zendesk so that we can capture they got notified.  Because it's only for tracking and we don't need to touch the ticket I have the ticket set to auto solve.  However when the requestor replies with the information we need I need for the ticket to reopen however the requestor is replying with the details we need ye the ticket stays in solved.  Can you please help?  Here is what I have created.

    Meet ALL of the following conditions

    Ticket is Created

    Group is ___

    Subject Text Contains the Following String____

    Actions will occur

    Status Solved

     

    Thanks.

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  • Dave Dyson
    Zendesk Community Team

    Hi Sabrina -

    Thanks for including the details of your trigger that solves the tickets created for this purpose. Because you've included "Ticket is Created", that shouldn't affect what happens when your customer responds. As the article says at the top, the default behavior when a customer responds to a ticket in the Solved status is that the ticket's status should reset to Open. Since that's not happening, I'd suggest you take a look at the ticket Events log, as it's likely there's something happening during the update (another trigger, perhaps) that's changing the ticket's status (to something other than Open): Viewing all events of a ticket

    If you're not able to figure out what's going on after looking at the ticket events, I'd suggest you chat with our support team using Option 1 here: Contacting Zendesk Customer Support

    1
  • Sabrina Whittington

    Thank you,

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