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Lou

Adhésion le 15 avr. 2021

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Dernière activité le 01 juil. 2024

The Product Manager Whisperer - 2022Community Moderator

I've been an administrator for 5 years, specializing in business rules.

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Dernière activité effectuée par Lou

Lou a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

Is that the first event? If so, it looks like it's being set when the ticket is created. How is the ticket being created? (email, API, chat, etc.)

Afficher le commentaire · Publication le 30 juin 2024 · Lou

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Commentaire de la communauté Q&A - Tickets and email

Helen Reinold

This is the first place I would look:

Also, look at the events on the ticket(s) that won't change to pending. There may be a trigger firing that's overriding your status.

Afficher le commentaire · Publication le 11 janv. 2023 · Lou

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Commentaire de la communauté Q&A - Tickets and email

Helen Reinold

Couple of questions:

What is your subscription level (Admin Center>Account>Billing>Subscription)

Also, can you look at the permissions for that agent's role? (Admin Center>People>Team>Roles)

I would suspect there's a limitation in that agent's role.

Afficher le commentaire · Publication le 11 janv. 2023 · Lou

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Commentaire de la communauté Feedback - Admin Center

mfg

You can do this via API, but that is way over my head. Our developers here use Excel files and .Net programming to do it.

Afficher le commentaire · Publication le 10 janv. 2023 · Lou

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Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Jake Warren

To the best of my knowledge, that functionality is not available, nor is it on any roadmap that I'm aware of. You "can" export your audit log and manually manipulate that date, but it would be somewhat time consuming.

Afficher le commentaire · Publication le 06 janv. 2023 · Lou

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Commentaire de la communauté Feedback - Admin Center

Bonnie

To echo Brett's comments, post something on here. We may be able to help. I've had my own frustrations with ZD support, but this community is a great resource.

Afficher le commentaire · Publication le 06 janv. 2023 · Lou

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Commentaire de la communauté Feedback - Ticketing system (Support)

Zilvia Permata Sari - Innovation Team

We do this with a trigger. Set your conditions (i.e. ticket is created, etc.) then use the following actions:

Assignee is current user

Add tag (whatever you want to prevent the trigger from firing again)

Status Open

One of your conditions will need to be Tags contain none of the following (the tag you add in the actions).

If you need more detail, let me know.

Afficher le commentaire · Modification le 06 janv. 2023 · Lou

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Commentaire de la communauté Q&A - Apps and integrations

Alex C

You're welcome, but I think Ahmed Zaid deserves the credit. I'm just glad you worked it out.

Afficher le commentaire · Publication le 03 janv. 2023 · Lou

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Commentaire de la communauté Q&A - Apps and integrations

Alex C

I think Ahmed Zaid is on to something. Try saving (submitting) the ticket first then run the trigger and see if that works.

Afficher le commentaire · Publication le 03 janv. 2023 · Lou

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Commentaire de la communauté Q&A - Apps and integrations

Alex C

Did you try agent.email? It should return the assignee.

Afficher le commentaire · Publication le 02 janv. 2023 · Lou

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