Is there a way to prevent tickets from re-opening when updating organization?

Answered

3 Comments

  • Christopher Stock
    Community Moderator
    Zendesk Luminary

    Hey mfg, let me see if I understand your questions:

    1. If you update the organization of a user will the updated organization be reflected on existing tickets, or only tickets created after the update?

    - The change will be applied to all tickets where the updated user is the requester.

     

    2. If you bulk update users, will the tickets those users are requesters for re-open?

    - No, I don't think this will happen. Do you have automations/triggers that re-open tickets when the Requester or Organization is 'Changed'?

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  • mfg

    Christopher Stock - the trigger reopens tickets when the update is made by any user that's not the assignee and where the status is not changed. This is the main trigger we use to reopen tickets, perhaps it duplicates other reopen mechanisms?

    I'll test #2.

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  • Christopher Stock
    Community Moderator
    Zendesk Luminary

    You wouldn't actually be making any updates to the ticket itself though, only associated data, so I'm not sure why the trigger would be invoked.

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