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Orin

Joined Oct 16, 2021

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Last activity Oct 26, 2022

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Latest activity by Orin

Orin commented,

Community comment Feedback - Ticketing system (Support)

I would like to disable this feature also as it only creates unnecessary clicks..  Let hashtags live in the social media world and not my work environment.  

View comment · Posted Oct 26, 2022 · Orin

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Orin commented,

Community comment Feedback - Ticketing system (Support)

To add the Tag workaround, how can I have only the admin have access to add a Tag to a ticket?  As I only have the option for all agents and not able limited to a certain role.   

View comment · Posted Sep 16, 2022 · Orin

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Orin commented,

Community comment Feedback - Ticketing system (Support)

I take it by the lack of,,,err ZERO response from Zendesk this is a feature they are NOT entertaining with pursuing.  Another fail.... And one would think all the money we are charged we would want to have this simple feature so companies can report of pure CSAT and not false metrics... SMH... 

View comment · Posted Jun 02, 2022 · Orin

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Orin commented,

CommentAI agents and automation best practices

Any Update on this as using the flow to add the tag answer_bot_solved does not work, when I reached out to Zendesk support and they let me know I have my triggers set correctly but not sure "why trigger didn't fire as expected although I understand that these conditions are in our article"  

My question is, can you add a trigger based off the system created triggers ( ab_resolved ) when no agent touches the ticket? 

As this trigger doe snot work at all and will not add the tag answer_bot_solved  to a ticket solved by an end-user. 

  1. Click the Admin icon () in the sidebar, then select Business Rules > Triggers.
  2. Create a new trigger - call it Answer Bot: Tag as solved
  3. Set the following Conditions:
    • Ticket | Is | Updated
    • Requester Role | Is | (end user)
    • Current user | Is | (end user)
    • Ticket Status | Changed to | Solved
    • Ticket Channel | Is | Email
    • Ticket Tags | Contains at least one of the following | ab_resolved
  4. Add the following Actions:
    • Select Add tags from the drop-down list and then insert the tag answer_bot_solved.
  5. Save the trigger.

View comment · Posted Sep 02, 2021 · Orin

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