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Carmela

Joined Feb 26, 2024

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Last activity Feb 27, 2024

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Carmela commented,

CommentTicket automation and collaboration

Hello! This is a question on the “mark done” button in slack side conversations, mentioned by Amjid and Lydia.

Context
- tickets would move to open status when a reply comes in via slack side convo initiated within a ticket
- agents are instructed to “mark done” slack side convos when the convo related to the ticket is concluded under the assumption that this would prevent the ticket from reopening
- at this point, the ticket is solved and would move to closed status in about 24hrs
- there are times that the same side convo thread would be used for later scoping and review

Issue
- Regardless if side convo is marked done or not, replying in the thread creates a new ticket via a follow up ticket (“follow up to ticket xxx” linked to the original where the side convo thread was created)

Impact
- causes confusion and floods the inbox with follow up tickets which we have to keep open since subsequent replies would continue to create follow ups

Question
- how do we make sure that marking done breaks the link between slack and zendesk side conversation?

Thank you!

View comment · Posted Feb 27, 2024 · Carmela

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