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Maintain the condition of Required to Solved a ticket in the fields that are used in the triggers
Posted Dec 23, 2022
Currently, the Required to Solved a ticket condition is only executed if the ticket is manually Solved. If you have fields with this condition and triggers and/or macros that have the action of closing the ticket as Solved, the Required to Solved a ticket condition does not work, being able to solve tickets with fields without information.
If we try to automate flows in the tickets but these conditions do not work together with everything programmed, it leaves the created service "lame".
I hope that Zendesk can take note and that soon we can use the conditions of the fields within the triggers and not have to make more detours to cover these needs.
Thanks!
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1 comment
Santino Scibelli
Hey team - is Zendesk planning to fix this issue or optimize how automations and/or triggers handle required fields?
We found that generic out-of-the-box triggers in our organization (i.e. if a ticket is Solved for X amount of days > then becomes closed) is not recognizing when there are required fields left null or blank on tickets. Zendesk should have a native capture or alert system to know if an automation or trigger is attempting to solve or close a ticket with required fields, to re-open the ticket.
We are aware you can design a trigger to counteract this, but the issue is that this could impact metrics and SLAs. Zendesk should have a system in place to know if a required ticketing field is left blank, to not allow the ticket to solve or close out - and to stay "Open" or have a sequence to support this. We submitted cases prior through the year to address this and it seems there is no movement from the development team to fix this issue - the only suggestion being to create triggers to look for tickets missing fields. We feel strongly that Zendesk should have a system to capture or logic to look for this by default, instead of allowing required fields to be left blank or null upon solve or close from out-of-the-box automations in the system.
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