Rapid Resolve - Trigger To Notify Agent that End User Has Solved Ticket Not Firing

6 댓글

  • Amie B

    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. :)

    0
  • Rob Mullins

    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

     

    0
  • Amie B

    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

    0
  • Florian W.

    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?

    0
  • Rob Mullins

    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. 

     

     

    1
  • Florian W.

    Thx for your quick feedback.

    That's too bad. Zendesk should really improve it quickly. Couldn't be that complicated?!

    0

댓글을 남기려면 로그인하세요.

Zendesk 제공