Auto-close trigger allows for replies

3 댓글

  • Avi W.
    댓글 작업 고유 링크

    Hi Brad. You could create a unique trigger that sets the ticket to 'closed' but they'd still be able to reply (in fact, it would just create a new ticket in those cases). It's not ideal, but you could change the delimiter globally to something more generic, or just a line of dashes.

    There might be other options here. How do they generally submit these tickets? Are they submitting via email or on your site in our ticket form?  

    0
  • Brad Marshall
    댓글 작업 고유 링크

    Users generally create tickets via forms on our Zendesk site. Some, however, do submit via email.

    To get around this issue, I have:

    • Made the "delimiter" text white so that it doesn't stand out, but still exists.
    • Change the display value to something less inviting to reply for follow-up.

    So, it is better for the users I don't want to reply, but less than ideal for those that should.

    0
  • Avi W.
    댓글 작업 고유 링크

    Hmm... so are some users allowed to create tickets and others not then? Have you taken a look at hiding your 'Submit a request' link for users that aren't in certain organizations? 

    https://support.zendesk.com/hc/en-us/articles/203661076-Hide-and-show-My-Activities-and-Submit-a-Request-Help-Center-

    Admittedly, that won't help with those that email (although you can use the same logic to hide instances of your email address posted on your Help Center), but it could help mitigate things. We can't really customize the email template based on organization though. 

    0

댓글을 남기려면 로그인하세요.

Zendesk 제공