Is there any way to identify tickets that were previously suspended? I want to control which triggers are permitted to run on tickets that are recovered from suspension.
As of a month ago, Zendesk has been consistently suspending tickets that it shouldn't. So far, all of the incorrectly suspended tickets are responses to an existing ticket. We have an auto-reply trigger setup that only fires on new tickets that are not follow-ups to a previously closed ticket. We try to minimize the number of automated responses we send out.
This auto-reply trigger uses a tag to identify follow-up tickets. Unfortunately, tickets that are recovered from suspension do not inherit any tags, do not thread into the previous ticket as a reply or get marked as a follow-up to a previous ticket. Which is really frustrating.
Is there a way to identify them for triggers? I don't want our auto-reply trigger to fire on recovered tickets.
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