Auto-solving Zendesk tickets created from Zopim chats

8 Comments

  • Jennifer Holmes
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    Hi Jacob,

    We had a very similar situation and it was taking an age to close all the tickets each day.

    I set it up using 3 triggers, one for missed chats or contacts that arrived out of hours . These were prioritised so that agents could contact customers faster.

    2nd trigger allocated chats that required a follow up

    3rd trigger is like yours and set to solve the ticket. However it does give us an issue; for emails we force the agent to categorise the enquiry type before they can solve the ticket. it is proving challenging to do the same for chats. We have 12 categories so I am think that would mean 12 triggers  

     

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  • Jennifer Holmes
    Comment actions Permalink

    Hi Jacob,

    We had a very similar situation and it was taking an age to close all the tickets each day.

    I set it up using 3 triggers, one for missed chats or contacts that arrived out of hours . These were prioritised so that agents could contact customers faster.

    2nd trigger allocated chats that required a follow up

    3rd trigger is like yours and set to solve the ticket. However it does give us an issue; for emails we force the agent to categorise the enquiry type before they can solve the ticket. it is proving challenging to do the same for chats. We have 12 categories so I am think that would mean 12 triggers  

     

    0
  • Jacob J Christensen
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    Hi Jennifer,

    Nice!

    We also have the categorization issue - for now we have agents apply tags (cat_categoryNameExample) to their chats manually when chatting, and when the ticket gets updated a trigger sets the category value based on the category tag. One trigger per category.

    Not at all perfect, and more often than not the tagging is missed by the agent leaving the ticket un-categorized.

    Thanks for sharing your setup!

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  • Cheryl
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    HI, Did anyone find a solution for the categorization issue.  For our purposes, I could have the agent mark the ticket as solved, using a tag, and apply a category - so solved_install for instance as the tag.  But I don't see how to make this trigger a category on the ticket. 

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  • Jacob J Christensen
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    Hi Cheryl,

    Sorry I missed your comment. I believe I did a write up on exactly that a while ago, but cannot find it at the moment.

    Basically what you would do is create a trigger in Zendesk for each categorization tag you would like to set from a chat conversation.

    Criteria:

    • Ticket is Updated
    • Channel = Chat
    • Ticket: Tags Contains at least one of the following 'your-category-tag'

    Actions:

    • * Ticket: 'Your categorization field' 'categorization field value

    *I'm assuming you already have a categorization field on your ticket form.

    See example below - hope that helps.

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  • Jennifer Rowe
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    Thanks for helping out, Jacob. And welcome back!  :)

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  • Stephen Mann
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    Howdy, I’m perplexed why a chat only agent is still unable to set to solved at chat completion. This should be a role settting permission at least. Is there some legacy technical issue that is keeping this feature request from being implemented? Thanks for the above trigger route examples guys!

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  • Jessie Schutz
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    Hi Stephen!

    What you're seeing is expected behavior, because Chat-only agents don't occupy a Support agent license. Because Chat-only agents aren't actually Support agents, they won't have the ability to change any ticket properties, including changing the ticket status.

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