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HawkX
Joined Aug 23, 2023
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Last activity Sep 08, 2023
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Latest activity by HawkX
HawkX commented,
Sadly, the only way right now with zendesk without programming your own addon or downloading one is to force-close the ticket when it is set to resolved, see my tutorial a few posts above on how to do this if you want...
View comment · Posted Sep 08, 2023 · HawkX
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HawkX commented,
After a long back and forth with support, I actually managed to get it "somewhat" working. While it is not ideal, until Zendesk actually fixes it properly, its the best we can hope for :)
Basically Zendesk has 2 Ticket "Status"
Ticket Status, and Status Category.
BOTH of which contains Open, Pending and Solved.
However Ticket Status has "New" has its 4th option,
While Ticket Status Category has "Closed" as its 4th.
Ticket Status Category is completely non accessible by admins and can only be modified using triggers.
So the "solution" was to go into our Zendesk Admin pages,
then in Objects and Rules, Business rules, and finally select "triggers"
Create a new one in there
Put whatever name/category for it
Then make the condition be : "Ticket status" "is changed to" "Solved"
and the Action : "Status Category" "Closed"
This will auto close tickets when it is set to solved, and immediately allow the user to start typing again anything and the bot will work from the start.
I would also recommend adding a new view in Workspaces - Views
so that "closed" tickets can be displayed (because tickets wont ever be in the "solved" status anymore)
Simply add "Status Category" is "closed" as a new view and save it.
(feel free to make new ones for better and more sorting, in the past week, current month, etc. and to disable the "solved" one since they will always be shown as empty.)
The ONLY downside I have found so far is that "closed" cannot be edited at all... so we cannot even add a "TAG" or anything once it is closed which is a bit stupid...
But at least it allows for instant resetting of the bot for users.
The best outcome would be that when a Ticket is set to "solved", writing in the chat-bot again restarts the bot instead of re-opening the ticket. Solved Tickets should only be re-opened when the user reply to the EMAIL.
View comment · Edited Aug 24, 2023 · HawkX
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