Lou
I've been an administrator for 5 years, specializing in business rules.
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Lou comentou,
Helen Reinold This is the first place I would look: Also, look at the events on the ticket(s) that won't change to pending. There may be a trigger firing that's overriding your status.
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Lou comentou,
Helen Reinold Couple of questions: What is your subscription level (Admin Center>Account>Billing>Subscription) Also, can you look at the permissions for that agent's role? (Admin Center>People>Team...
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Lou comentou,
mfg You can do this via API, but that is way over my head. Our developers here use Excel files and .Net programming to do it.
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Lou comentou,
April N. Have you tried from within Zendesk? Here are some other ways: Contacting Zendesk Customer Support
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Lou comentou,
Jake Warren To the best of my knowledge, that functionality is not available, nor is it on any roadmap that I'm aware of. You "can" export your audit log and manually manipulate that date, but it w...
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Lou comentou,
Bonnie Minnamon To echo Brett's comments, post something on here. We may be able to help. I've had my own frustrations with ZD support, but this community is a great resource.
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Lou comentou,
Zilvia Permata Sari We do this with a trigger. Set your conditions (i.e. ticket is created, etc.) then use the following actions: Assignee is current user Add tag (whatever you want to prevent the ...
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Lou comentou,
Alex C You're welcome, but I think Ahmed Zaid deserves the credit. I'm just glad you worked it out.
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Lou comentou,
Alex C I think Ahmed Zaid is on to something. Try saving (submitting) the ticket first then run the trigger and see if that works.
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Lou comentou,
Alex C Did you try agent.email? It should return the assignee.