Desired ticket flow: Tagged ticket auto response > when user replies again, not auto solve ticket

5 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Marrit!

    You're definitely not being difficult, but there is an easier way to do what you're describing here. We just did a soft launch of our new Answer Bot feature, which does this exact thing. Take a look at our docs and let me know if you think this would work for you!

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  • Marrit

    Hi Jessie,

    Please note the last comment I made.

    I would love to use the Answer Bot feature, but it doesn't work for Dutch language. Since 90% of our tickets is Dutch, it doesn't help me.

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  • Marrit

    I was thinking of adding a tag to an user profile (automatically) when their ticket is tagged with a certain subject.

    I can't seem to find an automatic way to do this.

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  • Heather Rommel
    Community Moderator

    I am pretty certain there is no way to automatically tag user profiles, only adding tags to tickets via automation or triggers is available. If ZD changes this, I'd love to know about it because we, too, have a couple use cases for changing user profiles with triggers/automations.

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  • Dan Cooper
    Community Moderator

    I had a support ticket open a while back with Zendesk on using Triggers to update user profiles.  One of the things I was able to do was add tags to a user profile by telling my trigger to updated a checkbox or drop down field. This is limiting to the tags you would include in a user field, but it may be possible if you aren’t looking to have too many subject line/tag combos.  

    Note that you can’t automatically reply to a ticket without using the API, there is a workaround that lets you use Targets to notify the API, but it could result in some strange conditions and it’s not officially supported by Zendesk. My team uses targets and the API to automatically reply to some tickets, so it can work.  Just be aware that it isn’t supported and may break if Zendesk makes changes to the product. 

    Hopefully, Answer Bot learns Dutch soon as it looks like almost the exact solution you are building, but maybe some of this will help in the interim. 

     

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