Ask Us Anything about Business Rules/Macros - Tuesday, October 22

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9 Comments

  • Stassa Miller
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    In Business Rules > Routing > Comment/Subject Text > Contains at least one of the following words:

    Do I need commas between the words or upper/lower case letters at the beginning of each word, or semicolons in order for it to pick up these words individually?

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  • Dan Ross
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    Hey Stassa, 

    You can separate words with spaces to detect them separately. Important to note that it's not case-sensitive.

    1
  • Stassa Miller
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    Thank you

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  • Spencer Little
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    I want to see who is escalating tickets. I know we can do this by adding a tag. Does this need to be a workflow for each individual on my team or is there a way for it to identify what tag to add based on assignee? 

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  • Heather Rommel
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    Hi Spencer Little,

    It does seem like you have to create a tag for each individual. I would suggest making it 2 tags, 1 for escalation and 1 for the agent identifier. This way you can report on both or separately.

    As part of the onboarding process, we have each new agent create their own escalation macro and add their own personal tag. This way they get used to using Zendesk and fulfill this requirement at the same time. We have screenshots in a How-To document.

    Hope this helps!

    PS. If any reporting gurus know the secret to tracking this without separate macros, please chime in!

    1
  • Dan Ross
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    Hey Spencer,

    Normally, you'd have to do this with a trigger for each team member, but there's a means it can be cheated to only use a single trigger. It's important to note that the self-API call functionality  described below isn't supported by Zendesk and can lead to race conditions, if you apply a tag that you expect to use on a subsequent trigger. In this use case though, it sounds like you just need to record whodunnit.

    You can also do this in Insights, if that's a part of your Zendesk plan. Let us know if you have access to Insights reporting, it may be easier to do from there. 

    If you have that target be your existing Zendesk instance, you could send a PUT request to update that ticket to add a tag based on the username that initiated the escalation.

     

     

    Target Extension setup 

    URL: https://YOURDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}

    PUT

    JSON

    (you'll need to then add credentials for a user in your ZD that can update tickets - consider creating a service/integration user for this task.)

     

    Example of the trigger that would set the tag by the user who escalated the ticket

    Ticket Group | Changed to | Escalations

    Notify an external target ->YOUR NEW TARGET

    {
    "tickets": [{
    {"additional_tags":[{{current_user.name}}]}
    }]
    }

    Hope this helps!

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  • Spencer Little
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    I do have insights as well as explore. I would be interested to hear how to do it from there! Thanks for the answer! 

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  • Dan Ross
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    Hey Spencer,

    Check out this document from the Zendesk team on how to do something like this with Explore.

    https://support.zendesk.com/hc/en-us/articles/360025454293-Explore-recipe-Tracking-ticket-assigns-across-groups

    Let us know if that helps!

    1
  • matthewl
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    Hi Heather,

    Would you be able to share more regarding the onboarding process, where you would have each new agent create their own escalation macro and add their own personal tag along with the screenshots in a How-To document?

    I would really like to implement this feature to alleviate some long-standing shortcomings.

    Thank you

     

    0

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