Solve a ticket using automation or triggers

1 Comentários

  • Bailey Whitaker-Lea
    Zendesk Product Manager

    Hi Nick
    In your example, are you looking to compare the title and description to another ticket, or are you looking at when the ticket subject and comment text match? 

    You can certainly use triggers to say when the ticket status = New, the Channel = {Channel}, and the subject and comment text contain {text} then ticket status = Solved. 

    However, the ability to compare those fields between tickets is not available. 

    If you are looking on how to handle requests that are similar in nature, you might consider merging the tickets

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