Web Widget Tickets Aren't Tagged

4 Commentaires

  • Heather Rommel
    Community Moderator

    Hi Jennifer Davis,

    Without knowing how you've set up your Triggers, I'd suggest maybe editing them to look for Channel is Web Widget

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  • Jennifer Davis

    Hello Heather, 

     

    Thank you for your reply. The problem is not the trigger, its that the web widget tickets are not being marked as web widget tickets in zendesk. 

     

    Here is a screenshot from our sandbox where they are being marked correctly:

     

     

    But this is from production: 

     

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  • Dan Cooper
    Community Moderator

    Are there any triggers that might be removing tags?  There is an action called Set tags that wipes all previous tags from the ticket.  I'm curious if that might be happening here.  You can check the event history on your ticket to see if there is a trigger that is doing a remove action of the tag that might not exist in your sandbox environment (though I suspect with almost 70K tickets you'd probably notice if all tags were being removed on you).

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  • Jennifer Davis

    Thank you all, I think we have it resolved, it wasn't a web widget afterall. Exactly why it wasn't following web widget rules. 

     

    I appreciate it! 

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