Ability to update Skills from macros or triggers

6 Comments

  • Nicole - Community Manager
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    Thanks for the detailed feedback, Stacy!

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  • Gene Henson
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    I completely agree with this. We're trying to setup a scenario where an agent transfers a ticket to someone with a different skill. We do this kind of stuff with macros so that we can set multiple fields, leave internal comments, etc. 

    If we were to use "skills" for this, our agents would have to remember to change this extra field manually, which defeats the purpose of the macro in the first place. We'll probably have to abandon our planned use of skills for that scenario.

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  • Nicole - Community Manager
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    Thank you for the feedback, Gene. 

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  • Hillary Latham
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    Agreed.  It would be nice to auto add skills from a user record to a ticket via a trigger.  A trigger action that was Add Skills From current assigned user's record to ticket.

    I see how skills were created to route unassigned tickets, but I could see it being useful for following/viewing tickets that have been assigned.

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  • Collin Cunninghame
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    I'm also hoping to use skill routing as an alternative to a bunch of near-duplicate Groups. The rigidity with which skills are automatically set (exactly once, at creation, before any triggers are applied) prevents us from implementing processes to "escalate" using skill routing, or to apply skills based on the actions of "ticket is created" triggers.

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  • Masha Patrakova
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    We would also like to be able to use triggers for setting and updating skills.

    We use triggers to set additional information to tickets that cannot be there on creation, and currently we cannot use that to set skills. 

    Additionally, if any ticket fields are set we want to use a trigger to change the skills. 

    Example:

    Ticket field County has a value USA, so a USA skill is added. In reality the customer is from Canada. We would want an agent to change the ticket field value to Canada, and a trigger to catch this and update the skill.

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