An agent in my account is in the process of making an update to a ticket. During this process, this agent added a tag to the ticket within the agent interface either through a macro or by manually adding the tag to the ticket.
Simultaneously, another action takes place impacting that same ticket which removes any existing tags from that ticket. When this update synchronizes to the initial agent who is working on their update, the tag they added is removed from the agent interface. Why does this happen?
- Agent has an update in progress where a tag was added.
- Another event, such as a trigger, an automation, or another agent, removes a tag from that ticket.
When an event occurs and removes a tag from a ticket, while an agent is in the middle of an update, any tags that the agent added are removed from the tag box. This behavior is not the same when the tags are unchanged in the update or another event adds a tag.
This is an extension of the backend process that updates the interface for an agent if their ticket has any modifications. If you have multiple systems, processes, or users that may be interacting with your ticket, review the tags box before submission. Anything listed in the box at the time of submission is the new source of truth and will stick to the ticket.