Default Support Group applied to ticket when Chat ends
Some peculiar behavior with the tickets created from Chat...
Default behavior of Zendesk Support sets the ticket to the *Default Group* of the assignee *after* (not when) the zopim_chat_ended tag is applied.
As a Zendesk Admin, triage and workflow is my #1 purpose. I spent a lot of time setting up Chat and the triggers for tickets it would create within our Support queue.
My question is why, Zendesk, do you undo my work? I feel like I'm in a game of chutes & ladders and I just slid down six levels.
After reporting the issue, I was instructed to create rules that would essentially reverse this behavior, but I set them up as triggers when I should've set them up as automations because the tag fires the action on Zendesks' side, then my trigger fires and tries to fix the problem before the action takes place from Zendesk, so my trigger does nothing and seconds later the Group still changes. :(
I just cannot understand what the logic was behind this decision. If no Group is applied to a ticket, but it is assigned to an agent, then the Group will be the agent's default group, isn't that enough?
Please, this default behavior is unnecessary, it would be wonderful if it wasn't there.
Thank you so much for reading.
Amanda
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This was a huge pain point for us recently too. Several convoluted triggers were required to work around this behaviour.
I just want all chat tags passed to the ticket at the beginning of the chat. That way, we can identify on the support ticket where the chat originated (our help center passes in a unique tag identifying the brand/category/section/etc when the chat starts), and make sure it gets the right group via trigger. It should then sync tags again at the end of the chat, to catch any adjustments made while in progress.
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We are facing the same issue that brings lots of inconveniences for us. The problem is that the chat transcript is made after agent closes the chat window, although all tags are applied only when a customer has actually Ended the chat. This doesn't let us sorting tickets (chat transcripts) into the dedicated folders.
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Hi Team
We are the same, some of our tickets don't need escalation so we auto-solve them. However, we moved the chat transcript to be public so we could apply a SLA against the escalated chats however it keeps hitting the trigger to auto solve as the tag we need isn't there yet.
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