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Delphine Pougnard

Adhésion le 15 avr. 2021

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Dernière activité le 30 janv. 2023

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Dernière activité effectuée par Delphine Pougnard

Delphine Pougnard a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

Thanks Pedro,

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

Delphine

 

 

Afficher le commentaire · Publication le 07 avr. 2022 · Delphine Pougnard

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Delphine Pougnard a ajouté un commentaire,

Commentaire de la communauté 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

Afficher le commentaire · Publication le 07 avr. 2022 · Delphine Pougnard

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Delphine Pougnard a ajouté un commentaire,

Commentaire de la communauté 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

Afficher le commentaire · Publication le 17 mars 2022 · Delphine Pougnard

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Delphine Pougnard a créé une publication,

Publication 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,

Publication le 17 mars 2022 · Delphine Pougnard

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Delphine Pougnard a ajouté un commentaire,

CommentaireTeam 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

Afficher le commentaire · Publication le 22 juil. 2021 · Delphine Pougnard

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Delphine Pougnard a créé une publication,

Publication 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

Publication le 13 nov. 2019 · Delphine Pougnard

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Delphine Pougnard a ajouté un commentaire,

Commentaire de la communauté 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.

Afficher le commentaire · Publication le 12 nov. 2019 · Delphine Pougnard

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