Child tickets do not re-open if submitted as pending or solved.

6 댓글

  • Toby Sterrett
    Zendesk Product Manager

    Hi Adrian Bishop, thanks for posting. I think this may be able to be addressed by using the new "Side conversation" via type that we just rolled out in your trigger configurations. This could let you set up a trigger that says something along the lines of "If the update via is side conversation then set status to open" or something along those lines. Would that work?

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  • Adrian Bishop

    Hi Toby Sterrett , Thanks, that has worked, this would benefit from a Zendesk article as the support team were not able to suggest a fix for this.

    Cheers.

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  • Adrian Bishop

    Toby Sterrett Another question, as the agent issuing the child ticket becomes the requester, can you think of some logic that would prevent the agent being emailed each time a reply is made?

    Our trigger: - 

    Notify requester of comment update

    Will email the requester each time a public comment is made, on a child ticket this is pure noise in an agents email inbox, we could use a tag as an exception but unfortunately, sometimes the agent does email the support team with a genuine request and does need to be updated by email. We only need the exception for child tickets.

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  • Brett Bowser
    Zendesk Community Team

    Hey Adrian,

    When configuring the app under Admins>Apps>Manage you should see the option to add a tag to child tickets. You could then add the *Tags > contains none of the following * condition to your trigger and include the child ticket tag from there.

    Does that sound like what you're looking for?

    Let me know!

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  • Adrian Bishop

    Hi Brett,

    That would be great, except the app doesn't appear in Admins>Apps>Manage ?

    Any ideas?

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  • Brett Bowser
    Zendesk Community Team

    Hey Adrian,

    My apologies for the confusion! I was under the impression that you were using the Linked Ticket app that has the child tickets feature. I don't believe there's a way to tag these child tickets in the side conversations EAP at this time.

    Just so I'm understanding correctly, you'd like to prevent the agent from receiving an email notification in the child ticket correct? What if you created a checkbox that if toggled, would prevent the Notify requester of comment update trigger from firing? The agents can manually toggle this checkbox or this can be done using a macro.

    Let me know your thoughts!

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