Question for Ticketing AMA

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  • Ben Van Iten
    Zendesk Community Team

    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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