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Tickets re-opened without comments by customer



Posted Nov 18, 2021

Hello, I am contacting you because one of our agents does not practice sending a correctly resolved ticket. In fact, when it processes a ticket, it sends it as "Send as open" instead of "Send as resolved". As a result, we end up with more than 1,000 tickets opened without knowing whether these have been processed or not. So I wanted to know if there was a way to find out whether the person to whom the ticket was intended answered or not in order to definitively close the tickets that are obsolete (ie which have not been answered).

Also, even when we send a “Send as resolved” ticket; the recipient reopens it without necessarily having added a response. Therefore we are forced to close it by clicking "Send as resolved" to no longer have it in the current tickets. Is there a way to prevent tickets from reopening when there is no response please ?

Thanks
Alexia


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5 comments

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Pedro Rodrigues

Community Moderator

Hi ABC Distribution, it can be very difficult to automatically detect whether a ticket has been properly resolved. It can be risky to create rules that automatically solve tickets whose status is still open (for example, an agent can make a mistake updating ticket as Open, and go back to it to continue the conversation - we probably shouldn't be automatically resolving these cases).

However, your problem seems to be with a single agent misusing the tool as you intend. You probably already confirmed with the agent that they understand how the tool works, but they just keep making the same mistake... So there are a few solutions you can consider as a workaround for your issue.

Here's an example:

  • Create a trigger that runs on ticket update and adds a specific tag when the current user is that agent, and the comment is public
  • Create an automation that changes Open tickets to Solved if they contain the tag (added by the trigger) and have been Open for N hours

This way you can automatically resolved tickets that contain at least 1 public comment by that agent. Also, and because they're tagged, you can create reports that show these specific tickets and go for a more detailed quality assessment.

Hope this helps!

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Hi Pedro Rodrigues 

Thanks for your answer.

I have a triger with this specifications : 

But with this triger, we find that sometimes there are no "public" comments from the client and therefore we are forced to resend it as Resolved. What condition could I add to prevent it from being returned as "resolved" ?

I have also just created an automation as you advised me :

Is that correct ?

Thanks for your help

Alexia

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Pedro Rodrigues

Community Moderator

Hi ABC Distribution, one change I always do to the first trigger is to add the condition "current user is (agent)". Alternatively, a condition for "current user isn't (end user)":

This means that we'll only notify the requester if there's a new public comment by an agent.

However, this trigger doesn't seem to affect the resolution of the ticket, so you probably have another trigger changing the status.

Initially, you wrote: "the recipient reopens it without necessarily having added a response". Would it be possible to share the ticket events for one of these cases, please? I'm probably failing to see the actual use case you need assistance with. Thanks in advance!

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The automation doesn't look correct because you have contradictory conditions: if the status is Open, then there can't be any time since it was Solved. You can replace that time condition with "Hours since open" (and even add another condition for "Hours since last requester update") to make sure it updates the correct tickets.

The second condition is mostly to avoid resolving any open ticket where the conversation might be ongoing (if applicable at all to your support workflows, of course).

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Our team has the same issue, but the comments "are there" - just not in the body of the email. They can be seen under "Interactions" in the new agent workspace. If you refresh the page, the comments are updated to the body of the email.

This is slowing us down and we've been trying to get it resolved. What causes this and how do we fix it?

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Christine

Zendesk Engineering

Hey Deb, I see that you already raised a ticket related to this issue. Kindly check your email for updates. Thank you!

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