Ticket Update Status Rules

4 コメント

  • Jonathan March
    Community Moderator

    Hi Zach, could you explain what the goal is here? The purpose of Pending status is to indicate that you are awaiting a reply from the user. But usually when a ticket is created, it was the user who created it, and the next move is yours, i.e. Open or Hold, not Pending.

    Or are you referring to manually created tickets where the agent creates the ticket, and is waiting for a response from the user? And in this case, why not just train the agents to submit the ticket as Pending?

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  • zach.prasser

    Thank you for your attention here, Jonathan!

    I have a colleague who was informed by some clients, that stated creating tickets requires the status to be submitted as Pending upon creation in order for the customer to receive the email. I don't believe this is true and tested this myself in one of our instances, but I just wanted to make sure there isn't a rule/setting for a ZD account that prevents an agent from creating a ticket unless it is submitted as Pending upon creation. I'm not aware of a rule/setting that has this as a requirement when creating a ticket. 

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  • Jonathan March
    Community Moderator

    Thanks for elaborating, Zach.

    As you correctly say, there is normally no such rule. It would be possible for you or other admins of your ZD instance to create such a rule (e.g. to include the condition "Status is Pending" on any trigger that sends a notification to users) but I would consider that to be a bug in how the admins set up ZD.

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  • Jonathan March
    Community Moderator

    P.S. If some of your customers are not receiving expected notifications, the first step is to look at the event log for the ticket, to see whether ZD actually sent the notifications.

    See https://support.zendesk.com/hc/en-us/articles/203691176-Viewing-all-events-of-a-ticket 

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