Suspend a request based on a user tag
We are on Support Legacy.
We limit support requests to three key users per organization. In the past, our Help Center was closed, so it was easy to control all users.
We have now opened our Help Center so that user's can self register and begin using our content. I have coded the help center to hide the Submit a request link by default for all end users. It appears only if an end user has a specific user tag: super-end-user.
I want to suspend emailed support requests from any end users who has registered but whom we have not assigned the super-end-user tag.
I tried to find a trigger to result in the suspend action, but I could not.
Is there a way to do this?
(I'm thinking I can set a trigger for these tickets to go to a special group, but I'd prefer that they were not converted to tickets until we review them, as it will muck up reports)
Appreciate any ideas!
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Hi Amy,
I have an easy idea but maybe not the best.
Create a trigger where you select:
Meet ALL the following conditions:
Ticket -> is Created
Tags -> Contains none of the following -> super_end_user
ACTIONS
Add Tag -> ticket_to_be_deleted
Status -> Closed
In this way, all the tickets will be directly CLOSED.
You can exclude them from reporting or better maybe you can run an API to delete those tickets based on the tag you set.
Hope it helps :)
Vio
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Thanks Vio :)
I decided on a Trigger set for
New tickets with Tag=Super End USer
- Assign ticket to review group
- Send email to user
- Close ticket
It's not perfect because it creates and closes the ticket, and I would prefer to suspend creation of the ticket altogether, but it is a workflow that we can try out in the meantme,
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