Validation Workflow

4 コメント

  • Gail L
    Zendesk Community Team

    Hi Denis,

    There are a couple of ways you could tackle setting up this kind of workflow. We have an example of a type of approval workflow that you could adapt using groups and macros in our article on Creating An Approval Process using native Zendesk features. There are also third party apps like Approvals or Myndbend Process Manager that might help you set up the workflows (you can search the app marketplace for other options as well).

    -1
  • Denis Menard

    Hello, 

    Thanks for quick answer.

    I'm not sure to understand the process or I miss a thing.

    - My agent answer a ticket :

     

     

     

    0
  • Denis Menard

    Sorry.

    So my question was :

    - The agent put the answer using a macro in Public Comment.

    - The Agent then put the Macro #1

    - He puts the ticket as opened.

    But for me, by default the public comment will be sent to end customers. So have I to create also a declencheur not to send public comments when tag need_approval is present?

    0
  • Gail L
    Zendesk Community Team

    Hi Denis,

    If the comment needs review before sending to the customer I'd recommend having it submitted as private, not public. Then assuming it's approved the agent can resubmit it as public comment after they've gotten the okay.

    You wouldn't want the comment being reviewed as public even if you'd set up your triggers not to send it initially, because it would still be visible in the comment history to the customer either in the help center (if you have customers using the My Activities to track their tickets) or after another public comment had been made and it would be included in the thread sent out.

    0

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