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Delphine Pougnard

Incorporación 15 abr 2021

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Última actividad 30 ene 2023

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Última actividad de Delphine Pougnard

Delphine Pougnard hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Thanks Pedro,

Crystal clear. I have created the trigger and I will see how it goes.

Delphine

 

 

Ver comentario · Publicado 07 abr 2022 · Delphine Pougnard

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Delphine Pougnard hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Good morning Diogo,

Still confused with this sorry, how can I predict which word to set in the trigger ?

Also I would not want any ticket to be reopened, only those from light agents where a note has been added after ticket was closed or solved.

Does that make sense ?

Delphine

Ver comentario · Publicado 07 abr 2022 · Delphine Pougnard

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Delphine Pougnard hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Thanks Ricardo for your comment.

Could you show how you would manage this ?

I can't picture how this would work.

Best regards

Ver comentario · Publicado 17 mar 2022 · Delphine Pougnard

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Delphine Pougnard creó una publicación,

Publicación Feedback - Ticketing system (Support)

Good afternoon,

Today we are facing some issue with our Light Agents replies (internal staff).

They raise a ticket to our Customer Support, we take action then close the ticket.

If they reply to the ticket, as a Light Agent can't update ticket status, it does not trigger any ticket change so we don't know they have replied.

Is there any way a Light Agent reply on a closed ticket could trigger the ticket to be switch to Open (or New follow up if ticket is solved for > 3 days).

Thanks,

Publicado 17 mar 2022 · Delphine Pougnard

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Delphine Pougnard hizo un comentario,

ComentarioTeam members and groups

Good morning,

Not sure if this has already been addressed previously, sorry if it is a repeat question.

I'm having trouble with the current light agents permissions. When one of our light agent replies on a solved ticket, it does not change the status to open. So our agents don't receive any notification / can't be aware they have replied.

This is problematic as our light agents are not aware we could not see their reply and our agents sometimes miss important notes that require action their end.

Is there any workaround to cover this scenario: if a light agent adds an internal note on a solved ticket, the ticket status will change to open.

Has anyone faced a similar problem and found a solution ?

Thanks

Ver comentario · Publicado 22 jul 2021 · Delphine Pougnard

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Delphine Pougnard creó una publicación,

Publicación Feedback - Ticketing system (Support)
Good morning,
 
I have been looking at this functionality for a while but the only workaround I have found on your site is not relevant I'm afraid. Creating 3 new triggers for agent in order to address this problem is not a viable solution for companies with many agents.
 
Is there any other workaround ?
 
I was trying to understand the background of it, why those follow up tickets are falling into the crack currently and is there something I can do to prevent this happening ?
 
I have seen many other Zendesk customers have also raised this point so looking for hearing some news about it to have a suitable solution.
 
Thanks,
Delphine

Publicado 13 nov 2019 · Delphine Pougnard

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Delphine Pougnard hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Looking forward having a new feature/solution that would automatically assign the followup ticket to the original Group as today they are just falling into the cracks

The workaround that was suggested so far is not realistic for companies with many agents & turnover in the teams.

Ver comentario · Publicado 12 nov 2019 · Delphine Pougnard

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