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[Zendesk Support] How to ignore Side Conversation to assign agent while updating ticket?



投稿日時:2023年10月02日

Hi,

I created a trigger which updates the assignee of a ticket to the last agent who updated the ticket. 

Recently I discovered, that when a (light) agents replies in a side conversation, the trigger would also be fired and this (light) agent would become the assignee of the ticket.

In the screenshot below you can see the trigger I created and the ANY condition I had in mind, so that a new reply in a side conversation would not fire the trigger.

Unfortunately, the only operator in this condition is IS and there is not IS NOT.

Before I would create a feature request, would any of you know an alternative solution?

Thanks in advance!


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1件のコメント

image avatar

Oscar Mejias

Zendesk Customer Care

Hi Edwin,

In theory, as mentioned in this article on what light agents can and cannot do, light agents can't be assigned to tickets. 

Are you still finding this to be the case? 

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