Question for Ticketing AMA
답변함What it is you're trying to do
I want to follow up tickets that is solved by agents without leaving a public comment.
What you've tried so far
Automation: Doesn't have the condition
Views: Can't filter out which tickets has "no comment" or "private comments" when the last updater is assignee.
Trigger: Doesn't have "Comment > Is not > ..." statement
Possible workaround:
Tick or tag every ticket that has a comment upon solve and build a view with Tag: "does not contain" > The Tag.
e.g.
Though this is not very pretty.
Is there a more straight forward way to achieve this?
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Hi Kalle Windefalk,
I think a trigger like this might achieve what you are looking for:
This way the trigger fires whenever the ticket moves to a solved status, and there have been 0 replies from an agent on the ticket so far. The trigger will then email a user (I would assume you would want the email update) with a notification about the ticket in question. I would recommend using a placeholder to identify the ticket # of course.
You can also have this trigger add the tag that you were working with previously in case you ever want to report on these tickets, or maintain a view of them as well.
I hope this is helpful!
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