Solve multiple tickets without notifying requester

15 Commentaires

  • McCabe Tonna
    Actions pour les commentaires Permalien

    I would not recommend changing the requestor. 

    All you need to do is disable the solved and updated notifications temporarily. 

    0
  • Moshe Gottlieb
    Actions pour les commentaires Permalien

    ok thanks for the idea.

    But is it even possible to change the requestor in bulk operation?

    0
  • Andrew J
    Actions pour les commentaires Permalien

    In our case - if there is no comment present - or the comment is private, the notifications are not sent.  This can be added to your notification triggers.

    Comment is: present

    Comment is: public

    0
  • Jessie Schutz
    Actions pour les commentaires Permalien

    Hi Moshe!

    It's not possible to change ticket requesters in bulk. McCabe's suggestion is a good one, and definitely the quickest to execute.

    Another option would be to do a bulk update that adds a tag to the tickets that need to be cleaned up, such as do_not_notify. You can then edit the conditions in your notification triggers to exclude tickets with that tag. 

    Once that's all done, you can go back and do another bulk update on those tickets to solve them out, and no notifications will be sent out to the requesers. This method has the added benefit of having all the pieces in place for if you need to do a similar workflow in the future. You can also add the tag to individual tickets if you don't want notifications to go out for some reason.

    Hope that helps!

    1
  • Moshe Gottlieb
    Actions pour les commentaires Permalien

    Thanks - those are both great suggestions!

    0
  • Aja Varney
    Actions pour les commentaires Permalien

    Moshe, 
    We use a similar idea. We have a standing "tag" (we happen to use "close") that if an agent adds that to a ticket (which they can do via mass update, too), and submits the ticket, it automatically moves the ticket to "closed" status - thus bypassing the "solved" notification. 

    Definitely a helpful tag/set up to have on hand - we use it frequently. 

    0
  • Jessie Schutz
    Actions pour les commentaires Permalien

    Hi Aja!

    Thanks for sharing your solution. :)

    0
  • Fernando Duarte
    Actions pour les commentaires Permalien

    We use the same solution as Aja with a tag "force_close"

     

    The advantage of the tag is that you can also leverage for those case where the customer keeps reopening the same ticket for multiple issues

    0
  • Andrew J
    Actions pour les commentaires Permalien

    Yup - we use a tag for force closing too; our tag is 'close_now'.  

    Just a warning on using very simple word tags.  If you have auto tagging enabled, it is possible that an auto tagging will add your word tag.

    Hence, rather than using 'close' I use 'close_now'.  In other cases the tags are further obscured eg. 'ba_reminder_notification_sent'.  This eliminates any possibility of accidental use.

     

    1
  • Brenda
    Actions pour les commentaires Permalien

    Hi guys,

    An additional question to this... I like the tag 'close_now' idea, very handy for when a problem just can't be resolved, or the client resolves it themselves.  

    But what happens with the the automatic 'request customer satisfaction rating' email that goes out after a ticket is closed.  

    Its not good if they receive that either!  Can that be disabled for these kinds of tickets?

    Thanks!

    0
  • Jessie Schutz
    Actions pour les commentaires Permalien

    Hi Brenda!

    The satisfaction rating email gets sent out via automation, x number of hours after a ticket is set to Solved. You can add a condition to this automation that will exclude tickets with that "close_now" tag.

    That should get your sorted. Please let me know if you have any other questions!

    0
  • Andrew J
    Actions pour les commentaires Permalien

    One other thing I have found is that if a follow-up is created for a 'close_now' ticket - the follow-up will inherit that tag...

    So best to have the automation that closes the ticket, also remove the 'close_now' tag.

    1
  • Jessie Schutz
    Actions pour les commentaires Permalien

    Good call, Andrew! Good thing you're here. ;)

    1
  • lisa kraft
    Actions pour les commentaires Permalien

    i'm having a similar issue with old tickets that need to be bulk "solved" but my problem is that the requester on all of the tickets is no longer with the company and has been suspened in zendesk, so i cannot close any of her tickets without going in one by one and changing the requestor.  is there any work around for this?

     

    thanks in advance!

    1
  • Solène Regnier
    Actions pour les commentaires Permalien

    Hi Lisa,

    You will need to bulk assign them to another agent. To do this we have a link that you can use:

    https://support.zendesk.com/hc/en-us/articles/203661156-Best-practices-for-removing-agents 

    In the first paragraph is explained how to reassign an agent's tickets. Then you will simply need to bulk solve them using the same strategy.

    I hope this helps!

    1

Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk