Setting tickets to Pending without a message to the user

Respondida

3 Comentarios

  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Helen Reinold

    Couple of questions:

    What is your subscription level (Admin Center>Account>Billing>Subscription)

    Also, can you look at the permissions for that agent's role? (Admin Center>People>Team>Roles)

    I would suspect there's a limitation in that agent's role.

    0
  • Helen Reinold

    We are on the Enterprise plan. In regards to the role - which permission would be the one that affects this? I have reviewed the permissions in the different roles (it has been reported by users with different types of roles), but there is nothing that would immediately indicate to me that enabling/disabling it would fix the issue. 

     

    0
  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    Helen Reinold

    This is the first place I would look:

    Also, look at the events on the ticket(s) that won't change to pending. There may be a trigger firing that's overriding your status.

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk