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Rob Larsen
Joined Sep 29, 2022
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Last activity Dec 09, 2023
Zendesk Implementation Consultant with Envoy Studios
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Latest activity by Rob Larsen
Rob Larsen created a post,
Referencing this item:
https://support.zendesk.com/hc/en-us/articles/4418444462618-Resizing-the-ticket-properties-panel
I had a client today ask about the ability to have these save across sessions. They and their agents recently discovered this feature and they all had the same request: have it save across sessions.
They really liked the feature but having it resize each time you do a refresh or reload was kind of cumbersome, so the request to see about it being possible to save this state was a consistent message from their entire agent team.
Posted Oct 31, 2022 · Rob Larsen
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Rob Larsen commented,
After doing some work with this today I was able to successfully get a series of events to occur similar to what the article mentions but, as you noted, there does appear to be some logic errors above.
Over the course of two triggers I was able to make the Solve and Reopen logic work, with notifications to the end user as follows:
Trigger One - AnswerBot - Tagging Solved Tickets
Meet ALL of the following conditions
- Ticket | is | Updated
- Role | is | (end-user)
- Current user | is | (end-user)
- Status | Changed to | Solved
- Channel | is | Email
- Tags | Contains at least one of the following | ab_resolved
- Tags | Contains none of the following | answer_bot_reopen
Actions
- Add tags | answer_bot_solved
- Email user | (requester)
- Email subject | Whatever you want your subject to be
- Email body | Whatever you want your body to be, I set it to thank them for using our AnswerBot service and let them know the ticket has been solved, if this is not the case please reply to this email and we will reopen the ticket on their behalf and get an agent to assist them
First trigger ends
Trigger Two - AnswerBot - Tag Tickets as Reopen
Meet ALL of the following conditions
- Ticket | is | Updated
- Status | Changed to | Open
- Tags | Contains at least one of the following | answer_bot_solved
Actions
- Add tags | answer_bot_reopen
- Remove tags | answer_bot_solved
- Email user | (current user)
- Email subject | Whatever you want your subject to be
- Email body | Whatever you want your body to be, I note here that their request is being routed off to an agent and we will be in touch shortly
- (Optional) Group | Your selected support group
Second trigger ends
--
As Dan Cooper notes above there is a bit of duplication in the automatically assigned tag for ab_resolved and the secondary tag answer_bot_solved however from a reporting standpoint in the future I could see a world where, in Zendesk Explore, we want to report on all tickets marked as solved by AnswerBot, regardless of the end outcome. By leaving ab_resolved we allow for that possibility. In my eyes this does run along side (but does not replace) answer_bot_fired style triggers because in this case I'm specifically trying to look at all tickets where AnswerBot marked the issue as resolved, and I could build a report out to cross reference that with tickets also tagged answer_bot_reopened or any other tag I wanted to reference in combination.
Overall though, this allows us to let a requester know that they marked their answer as solved and lets them follow up on the ticket if that is not the case or they have additional questions, then updating the tagging correctly and optionally routing it directly to a group. If you wanted these tickets to go directly to a Tier 2 group as an example because the user may already have some frustration at this process or the original solution not working you could do something along the lines of:
- Group | Tier 2
As our last step and have any other triggers applied to any Ticket | is | Updated workflows/notifications fire off internally as expected.
Hopefully this helps with the logic you were looking to get going.
--
Rob Larsen
Implementation Consultant
Envoy Studios
View comment · Posted Sep 29, 2022 · Rob Larsen
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