Prioritizing unassigned tickets that have multiple updates/responses from end user

3 Comentarios

  • Comentario oficial
    Barry Neary
    Zendesk Product Manager

    Hi, If you are using omnichannel routing engine you could change the priority of the ticket each time the ticket is updated by the end user - that would have the affect of moving the ticket up the queue order

  • Shmuel Holzman
    Community Moderator
    Zendesk Luminary

    Hery Aaron O'Connor

    If you do not have omnichannel, the following recipe has worked us when tackling the same issue:

    • User field: Create a Dropdown User Field called 'Active Tickets'. The dropdown choices are One or Multiple. 
    • Trigger # 1: 
      Meet ALL of the following conditions:
      Ticket | is | Created
      Active tickets | Not present

      Actions:
      Active tickets | One
      Add tags | active_tickets-one
      Remove tags | active_tickets-reset

       

    • Trigger # 2: 
      Meet ALL of the following conditions:
      Ticket | is | Created

      Meet ANY of the following conditions:
      Active tickets | is | One
      Active tickets | is | Multiple

      Actions:
      Active tickets | Multiple
      Add tags | active_tickets-multiple
      Remove tags | active_tickets-reset

      Trigger # 3: 

    • Meet ALL of the following conditions:
      Ticket | is | Updated

      Meet ANY of the following conditions:
      Status | Changed to | Solved
      Status | Changed to | Closed

      Actions:
      Active tickets | -
      Add tags | active_tickets-reset
      Remove tags | active_tickets-multiple
      Remove tags | active_tickets-one

       

    Once you set this up, you can create an SLA policy for these tickets, a dedicated View for them, etc. 

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  • Rudolph Beaton
    Zendesk Luminary

    Shmuel Holzman - Thank you for sharing this recipe! It gets me closer to what achieving what the OP is asking about. Some questions:

    For trigger 2, shouldn't that be Ticket is Updated rather than Created?

    Also, have you found a way to count the number of consecutive replies a user sends? For example, I want to treat tickets that have 2 consecutive replies from a user different than tickets that have 4.

    Any thoughts or insight would be appreciated!

    0

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