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Nicholas Dushack
Joined Apr 14, 2021
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Last activity Feb 25, 2022
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Latest activity by Nicholas Dushack
Nicholas Dushack created an article,
Question
Why didn't my ticket reopen with a comment from the end user?
Answer
When an end user comments on a pending, solved, or on-hold ticket, the ticket status changes to Open. This is part of the inborn system ticket rules. If an update of a requester doesn't change the status to Open, it could be one of the causes below.
- A trigger changed the status
- API updated the ticket status using agent credentials to perform the update
- The requester is an agent
A trigger changed the status
A trigger can update the ticket and change the status to Solved. Check the events of the ticket to see what triggers fired on a particular update.
API updated the ticket status using agent credentials to perform the update
If the status is not specified in the API request, then the API call may not update the ticket status to Open. View the events on the ticket and check if the API was used to update the ticket. Updates made using the API show a By Web Service message when viewing the ticket events.
When updating tickets via the API, there are two different ways to do so:
-
The Requests endpoint
This endpoint can be used by authenticated end users. When you add a comment to a ticket from this endpoint, the ticket automatically reopens because the actor is an end-user.
-
The Tickets endpoint
Only agents or admins are allowed to use the tickets endpoint but can pass in anauthor_id
along with a comment to make it appear to have been sent by an end user: Author ID.
Because the actor on this endpoint is an agent, the ticket doesn't automatically reopen. To reopen the ticket when using this endpoint, include a"status":"open"
attribute with the ticket update request. To confirm that your API call used the Tickets endpoint, check the audits of the ticket:api/v2/tickets/TICKET_ID/audits.json
.Check if the audit's author is the same as the comment's author.
If they match, then the user listed is the actor. If they don't match as in the example below, the update was made using the tickets endpoint and passing a different
author_id
in when updating the ticket.
The requester is an agent
It is expected behavior that if a requester replies to a ticket, and is also an agent, the ticket stays in whichever status was selected at the time of their reply. If the requester of the ticket is an agent, make the status change to open with a trigger with the conditions below.
- Under Meet ALL of the following conditions, select Add condition:
- Object > Ticket > Ticket | Is | Updated
- Lookup relationship > Requester > Requester | Is | (current user)
- Ticket details > Current user | Is | (agent)
- Object > Ticket > Ticket status | Not changed to | Solved
- Under Actions:
-
Object > Ticket > Ticket status | Open
-
Object > Ticket > Ticket status | Open
Alternatively, your agents can use the Mail API to pass through the ticket status #open
as they reply by email. For more information, see the article: Admin's guide to the Zendesk API.
Edited Nov 26, 2024 · Nicholas Dushack
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Nicholas Dushack created an article,
Question
I added the WhatsApp social messaging channel to Zendesk. I want to adjust my views and business rules for WhatsApp tickets. However, I am unable to find WhatsApp as a value for the Channel condition in my views, triggers, or automations. Why?
Answer
The Channel condition shows WhatsApp if that is what you titled the Channel name when you created it.
For example, if you named your Channel name Social Messaging
under Admin Center > Channels > Messaging and social > Messaging, look for Social Messaging
when you select a channel in business rules or views.
Edited Aug 12, 2024 · Nicholas Dushack
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Nicholas Dushack commented,
Hi Larissa,
Unfortunately, there is currently not a way to disable 'skip ticket' when agents are using Guided mode. There is also no indication of changes being made to this behavior on our timeline. The only alternative I can think of at that point is to analyze the skipped ticket data via a third-party application. There is an app within our marketplace that is aimed at being a dashboard for skipped ticket data named Skipper. Do note this app does have a monthly charge associated with it (and a 10 day free trial) and would require direct communication with the developer for support.
If disabling the button is necessary for your workflow, my recommendation would be to provide product feedback as it's the best way our customers' voices can be heard regarding product changes and feature requests. I apologize that I don't have an exact solution for your inquiry. Let us know if you have any other questions.
View comment · Posted Oct 03, 2018 · Nicholas Dushack
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