Prioritizing unassigned tickets that have multiple updates/responses from end user

image avatar

Permanently deleted user

Posted Jan 13, 2023

We are looking for a way to create a rule where we can prioritize tickets that have received multiple updates/responses from the end user or customer but the ticket has not yet been assigned to an agent. This would be extremely helpful when we have a backlog of tickets so we are able to identify and respond to customers that may be frustrated that they haven't received a response. 

0

3

3 comments

Date
    Newest

      Official

      image avatar

      Barry Neary

      Zendesk Product Manager

      Hi, If you are using omnichannel routing engine you could change the priority of the ticket each time the ticket is updated by the end user - that would have the affect of moving the ticket up the queue order

      0

      image avatar

      Rudolph

      Shmuel Holzman - Thank you for sharing this recipe! It gets me closer to what achieving what the OP is asking about. Some questions:

      For trigger 2, shouldn't that be Ticket is Updated rather than Created?

      Also, have you found a way to count the number of consecutive replies a user sends? For example, I want to treat tickets that have 2 consecutive replies from a user different than tickets that have 4.

      Any thoughts or insight would be appreciated!

      0

      image avatar

      Permanently deleted user

      Hery Aaron O., 

      If you do not have omnichannel, the following recipe has worked us when tackling the same issue:

      • User field: Create a Dropdown User Field called 'Active Tickets'. The dropdown choices are One or Multiple. 
      • Trigger # 1:  
        Meet ALL of the following conditions:
        Ticket | is | Created
        Active tickets | Not present

        Actions:
        Active tickets | One
        Add tags | active_tickets-one
        Remove tags | active_tickets-reset

         

      • Trigger # 2:  
        Meet ALL of the following conditions:
        Ticket | is | Created

        Meet ANY of the following conditions:
        Active tickets | is | One
        Active tickets | is | Multiple

        Actions:
        Active tickets | Multiple
        Add tags | active_tickets-multiple
        Remove tags | active_tickets-reset

        Trigger # 3: 

      • Meet ALL of the following conditions:
        Ticket | is | Updated

        Meet ANY of the following conditions:
        Status | Changed to | Solved
        Status | Changed to | Closed

        Actions:
        Active tickets | -
        Add tags | active_tickets-reset
        Remove tags | active_tickets-multiple
        Remove tags | active_tickets-one

         

      Once you set this up, you can create an SLA policy for these tickets, a dedicated View for them, etc. 

      0

      Official

      image avatar

      Barry Neary

      Hi, If you are using omnichannel routing engine you could change the priority of the ticket each time the ticket is updated by the end user - that would have the affect of moving the ticket up the queue order

      0

      Sign in to leave a comment.

      Didn't find what you're looking for?

      New post