Solved Tickets Approval

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8 댓글

  • Thomas de Silva
    댓글 작업 고유 링크

    Hi Opeyemi Alonge

     

    Can you describe the workflow a bit more detailed?

    E.g. What should happen when agent solved for approval. Do you need to send communication to end-user or can the message to end-user not be sent before approval?

     

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

    0
  • Opeyemi Alonge
    댓글 작업 고유 링크

    Hello Thomas de Silva

     

    Thank you for your response.

    Kindly find a below the workflow;

    • Agents attend to a ticket and resolve, however, the tickets should not be solved until an admin approves it
    • A notification is sent to the admin to review the ticket and approve it to be solved and closed or declined due to incomplete resolution and the ticket is reopened.
    • If a ticket is approved as solved by the admin, then the end-user is notified.
    • If a ticket is declined, the agent working on the ticket is notified with the reason as an internal note.

    This means the communication is sent after the approval.

    Regards 

     

    0
  • Brett - Community Manager
    댓글 작업 고유 링크

    Hey Opeyemi,

    There's no approval process available natively within Support. However, you could set up a custom trigger that would notify a manager when an agent sets the ticket status to solved so they're aware they need to review.

    If you need help setting up this trigger let me know!

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  • Opeyemi Alonge
    댓글 작업 고유 링크

    Hello Brett - Community Manager

    Thank you so much for your reply.

    I will appreciate your help in setting this up.

     

    Can you please walk me through on setting it up.

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  • Brett - Community Manager
    댓글 작업 고유 링크

    Hey Opeyemi,

    I've attached a sample trigger for you below:

    Hopefully, that's enough to get you started.

    Cheers!

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  • Opeyemi Alonge
    댓글 작업 고유 링크

    Hi @Brett

     

    I am having challenges with the action part. I am unable to select a particular user to get the trigger mail,

    Please find screenshot below

     

    Regards 

    0
  • Brett - Community Manager
    댓글 작업 고유 링크

    Hey Opeyemi,

    Is this an external user you're trying to notify? If so, you'll need to first set up an email target with the external user's email address.

    You can then select that target under the triggers actions so you can notify the external user.

    Hope this helps!

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  • Opeyemi Alonge
    댓글 작업 고유 링크

    Hi Brett,

    It is not an external user but an already existing agent.

    The drop-down option does not give access to select an Individual agent. Please find screenshot below as reference 

     

    0

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