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


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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

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Permanently deleted user

Zendesk LuminaryCommunity Moderator

Hery @...

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. 

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Rudolph

Zendesk Luminary

@... - 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!

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