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Enable triggers to change channel of a ticket
Posted Jun 05, 2024
As a user, I want to be able to automatically change the ticket channel via triggers. Some example use-cases include:
- A ticket was opened via chat, but assigned to a team that only does email support (ex. highly technical L3 team).
- When someone wants to escalate from an AI Agent to “talk to a human”, but we want the humans to handle the ticket via email or some channel other than chat (aka want to use AI Bots without moving the full team to chat support).
- Automatically have a call ticket transition to an email ticket once the call is over so we can more easily send a recap email/follow-up
Right now, channel is only available as a trigger condition, but not as an action.
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3 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Jimmy Hurff
I believe Alex has exposed a big gap here, and we're feeling it too. You can have open tickets with disconnected Channels and now way to restore a connection or change the channel.
When a conversation starts through the Messaging channel, end then the Messaging session is ended, it would be good to be able to change the channel to something else if the ticket is still open. Currently, it appears the channel remains whatever it was when the session originally started, even when the session has been ended. As a result, the system thinks Email notifications are still tied to a session that is of the Messaging channel type. We have used a trigger condition that excludes Messaging channel when sending notifications (we don't want to notify via chat and email), but since the channel is set once and for all at the beginning of the session, ZenDesk still thinks notifications should be excluded.
One solution would be to have the ability to change the channel via trigger as Alex suggested.
Additionally, for my scenario, it would also work to change the channel to Email when an agent ends a Messaging session.
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Joel Cohen
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your feedback and for being a valuable customer with Zendesk.
Joel
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