Rapid Resolve - Trigger To Notify Agent that End User Has Solved Ticket Not Firing
Has anyone attempted to set up a trigger when a ticket is closed by Rapid Resolve to inform the assignee the end-user has solved the ticket off the back of the article we have brought to their attention?
At the moment our agents are reporting the ticket is simply marked as solved and disappears from their Assigned to ME views, and the feedback received stated they would like to know when this happens, so I set up the trigger as follows:
Which is also set to email the assignee as an action, however, this trigger never fires when a customer has solved a ticket using the Rapid Response.
Any advice would be much appreciated.
-
Hey Rob,
I think a trigger with some condition like this would capture the point which the customer solves the ticket when that comment string is applied.
Give this one a try. Hopefully it puts you on the right path. :)
-
Hello Amie B,
Thank you for the suggestion, that is an approach I have not tried.
Unfortunately, I couldn't get this one to work either based on the way the Rapid Resolve function currently works as the end-user is not recorded as the one that solves the ticket, it shows as 'Zendesk'.
But your approach has given me a few more ideas to try and crack this one.
Best regards,
Rob
-
Ah shoot. Glad it's helped to put you on the path with a few more ideas though. Let me know how you go. Happy to help further, but also interested in the end result if you do manage to crack it. :)
Best,
Amie
-
I also tried to create a trigger on behalf of the "rapid resolve" but I can't get it work.
Rob Mullins, did you make any progress?
-
Hello Florian,
Sorry to report I could not find a solution for this.
Hoping Zendesk will make an enhancement in future that allows us to do this.
-
Thx for your quick feedback.
That's too bad. Zendesk should really improve it quickly. Couldn't be that complicated?!
댓글을 남기려면 로그인하세요.
6 댓글