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Stop agents solving ticket when End-User organisation is empty.
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Publicado 14 de dez. de 2022
Hi All,
Is there a way to prevent an agent from solving a ticket if the end-user's organization is blank. it's difficult to use explore to create any kind of tables of end-users without a organization and I think although initially annoying this would ensure agents are linking end users to their relative organisations.
just a note using domains does not work for us as we are B2B and use many different customer sites contact us with the same email domain so not a quick solution to this.
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5 comentários
Lou
Russ Milton
You can't prevent it natively, but you can reopen the ticket with a trigger.
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Russ Milton
Lou What would be the way to do this? I've looked at the available fields and options and I can't quite fathom how I would put this together.
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Permanently deleted user
Hey Russ Milton,
Going with what Lou wrote here, you can create a Trigger like so:
The downside here is that there is no explanation to the agent as to why it is being reopened. And from the Agent's perspective it'll likely appear to be a bug, since it will appear as if the status change is not saving. To resolve this you can use a webhook to add an internal comment to said ticket explaining why it can't be solved.
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Russ Milton
Hi @... thanks for sending this.
Given it a try however I cannot find a NULL entry for an organisation. I've tried leaving the field blank or entering "-" but get the following error:
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Lou
Russ Milton
Just don't enter anything in the organization name. That will create the Null condition.
The error looks self explanatory.
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