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Is there a way to set that when a light agent makes an internal note on a ticket, it will set the ticket to open (if it is on pending or on-hold)?

Answered


Posted Jul 14, 2023

Hi!

We have many CSM's who will internally place a note on a ticket between a CX Agent and a client - and if the ticket is on Pending or On Hold this note can be missed due to it not setting the ticket to open.

Is there any work around here?

Our agents receive so many emails & notifications from ZD that it's easily missed if an important note is placed by a CSM who is a light agent on a ticket.

Any advice would be amazing!

Thanks!

Alex


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6 comments

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Alex Coburn Davis (he/him) -

I can confirm this is the recommended workflow.  We've been using it for years!

Brandon

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Samuel Cho

Zendesk Luminary

Can confirm this works as designed!

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Stephan Marzi

Zendesk Luminary

Dear Alex,

I am also using triggers like the shared one, but I am adding follow-up makers as well. You can use the different ones for internal or external updates in combination with setting the status to "open". Please do also not hesitate in using tags in order to avoid a loop!

Using the follow-up symbols will also give you the possibility to show the follow-up marking in the views of every agent. In combination of status and follow-up the agent will be in the position to see in the view that there was an internal or external update in the comments of the ticket.

Regards, Stephan

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Hi Alexander Coburn Davis (he/him) Brandon Tidd

I cannot find any reference workflow even though this article does say it's answered. So might be a case of the actual answer/advice post getting accidentally deleted? Or is that me missing/not seeing it for some reason.

 

Would appreciate if anyone can confirm or direct me as we too are facing a similar issue and would want to REOPEN tickets when a response is received from a light agent (also requestor).

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Hi Everyone! 
I just wanted to share a quick update: at the moment, light agents can only change the ticket status if they are the ticket requester. In that case, they will need to set it manually in the Zendesk interface. If you're curious to learn more about this, you're welcome to check out this super helpful link: https://support.zendesk.com/hc/en-us/articles/4408846501402-Understanding-and-setting-light-agent-permissions.
 
Thanks a bunch for your understanding! 

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