I have some questions on Suspended tickets.
- Can a trigger act BEFORE ticket is set as suspended? With which criteria? (When a new request is received, the "suspend" event occurs before or after the "Created" status is given to request?).
- We receive tickets from mails sent to different mail addresses. Can we have suspended tickets views separated by email recipient?
- Can "suspension rules filter" be modified by us?
thank you in advance for your feedback
I wan't to piggyback on this request, specifically point 3: Can "suspension rules filter" be modified by us?
We support the Android community heavily and proguard-rules.pro being an unconfigurable part of the suspension rules filter is seriously hurting our ability to respond to customers.
*This comment was made as requested by the support agent in https://support.zendesk.com/hc/requests/11103592
+1 on 1).
I don't care if the ticket is suspended, but in some cases like a no-reply@ this means an external system has processed our request. Having a specific view for a team lead to associate this to an ongoing ticket helps improve the workflow (since Zendesk removes the tag if associated with an ongoing ticket), so if I can intercept it via trigger I can create a new ticket with specific tags to alert and associate.
I know that we can add no-reply aliases as whitelist, but even in the article it states it might not get through, and we have so many systems we likely can't track all of them.
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