Default Support Group applied to ticket when Chat ends

3 Commentaires

  • Stephen Belleau
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    This was a huge pain point for us recently too. Several convoluted triggers were required to work around this behaviour. 

    I just want all chat tags passed to the ticket at the beginning of the chat. That way, we can identify on the support ticket where the chat originated (our help center passes in a unique tag identifying the brand/category/section/etc when the chat starts), and make sure it gets the right group via trigger. It should then sync tags again at the end of the chat, to catch any adjustments made while in progress. 

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  • Jekaterina Tavgen
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    We are facing the same issue that brings lots of inconveniences for us. The problem is that the chat transcript is made after agent closes the chat window, although all tags are applied only when a customer has actually Ended the chat. This doesn't let us sorting tickets (chat transcripts) into the dedicated folders.

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  • Dawn Anderson
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    Hi Team

    We are the same, some of our tickets don't need escalation so we auto-solve them. However, we moved the chat transcript to be public so we could apply a SLA against the escalated chats however it keeps hitting the trigger to auto solve as the tag we need isn't there yet.

     

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