Tickets re-opened without comments by customer

5 Commentaires

  • Pedro Rodrigues
    Community Moderator

    Hi ABC Distribution, it can be very difficult to automatically detect whether a ticket has been properly resolved. It can be risky to create rules that automatically solve tickets whose status is still open (for example, an agent can make a mistake updating ticket as Open, and go back to it to continue the conversation - we probably shouldn't be automatically resolving these cases).

    However, your problem seems to be with a single agent misusing the tool as you intend. You probably already confirmed with the agent that they understand how the tool works, but they just keep making the same mistake... So there are a few solutions you can consider as a workaround for your issue.

    Here's an example:

    • Create a trigger that runs on ticket update and adds a specific tag when the current user is that agent, and the comment is public
    • Create an automation that changes Open tickets to Solved if they contain the tag (added by the trigger) and have been Open for N hours

    This way you can automatically resolved tickets that contain at least 1 public comment by that agent. Also, and because they're tagged, you can create reports that show these specific tickets and go for a more detailed quality assessment.

    Hope this helps!

  • ABC Distribution

    Hi Pedro Rodrigues 

    Thanks for your answer.

    I have a triger with this specifications : 

    But with this triger, we find that sometimes there are no "public" comments from the client and therefore we are forced to resend it as Resolved. What condition could I add to prevent it from being returned as "resolved" ?

    I have also just created an automation as you advised me :

    Is that correct ?

    Thanks for your help


  • Pedro Rodrigues
    Community Moderator

    Hi ABC Distribution, one change I always do to the first trigger is to add the condition "current user is (agent)". Alternatively, a condition for "current user isn't (end user)":

    This means that we'll only notify the requester if there's a new public comment by an agent.

    However, this trigger doesn't seem to affect the resolution of the ticket, so you probably have another trigger changing the status.

    Initially, you wrote: "the recipient reopens it without necessarily having added a response". Would it be possible to share the ticket events for one of these cases, please? I'm probably failing to see the actual use case you need assistance with. Thanks in advance!


    The automation doesn't look correct because you have contradictory conditions: if the status is Open, then there can't be any time since it was Solved. You can replace that time condition with "Hours since open" (and even add another condition for "Hours since last requester update") to make sure it updates the correct tickets.

    The second condition is mostly to avoid resolving any open ticket where the conversation might be ongoing (if applicable at all to your support workflows, of course).

  • Deb Kaseman

    Our team has the same issue, but the comments "are there" - just not in the body of the email. They can be seen under "Interactions" in the new agent workspace. If you refresh the page, the comments are updated to the body of the email.

    This is slowing us down and we've been trying to get it resolved. What causes this and how do we fix it?

  • Christine
    Zendesk Engineering
    Hey Deb, I see that you already raised a ticket related to this issue. Kindly check your email for updates. Thank you!

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