Channel integration follow-up on solved ticket

4 댓글

  • Bryan - Community Manager
    댓글 작업 고유 링크

    I'm working on getting a more definitive answer Ilya Porotikov. However, in my own testing (using the Wordpress Channel Framework example), the new "follow-up" ticket does not post back to the original service. It becomes a new, "regular" ticket.

    Is that also the behavior you're experiencing?

    I'll follow-up here as I find out more.

    0
  • Bryan - Community Manager
    댓글 작업 고유 링크

    Hi Ilya Porotikov,

    I'm confirming the above that a new ticket created by selecting "Create follow-up" on a closed ticket in the Zendesk Support interface does not create a "Channel Framework" aware ticket. The ticket that is created is a "regular" ticket and has no link/channelback to the original Channel Framework/integration service.

    While not the same, there is the case where a message is created in the origin service that is tied to a closed ticket -- in that case, a new ticket is created and will be a Channel Framework aware ticket.

    Hope this helps set expectations!

    0
  • Ilya Porotikov
    댓글 작업 고유 링크

    Hello Bryan,

    Thank you for your answer, it helped me a lot!

    Best regards,

    IP.

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  • Bryan - Community Manager
    댓글 작업 고유 링크

    Great to hear!

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