Rob Mullins

It surprises me we are unable to run a report in Explore on how often an error message occurs on ticket comments. 

We came from a system which was written in-house which had this functionality, yet the reporting functionality in Zendesk feels rather cumbersome in comparison.

Please can we have the ability to report on comments in Explore to be added to a release in the near future in the order we can produce sensible MI reports? 

 

Hello @...,

Thank you for the input, I have taken your advice and added a new post. 

https://support.zendesk.com/hc/en-us/community/posts/360043972034-Rapid-Resolve-Trigger-To-Notify-Agent-that-End-User-Has-Solved-Ticket-Not-Firing 

Let's hope this speeds up the process of this one getting sorted as this function has a lot of potential for us. 

Has anyone attempted to set up a trigger when a ticket is closed by Rapid Resolve to inform the assignee the end-user has solved the ticket off the back of the article we have brought to their attention?

At the moment our agents are reporting the ticket is simply marked as solved and disappears from their Assigned to ME views, and the feedback was they would like to know when this happens, so I set up the trigger as follows: 

Which is also set to email the assignee as an action, however, this trigger never fires when a customer has solved a ticket using the Rapid Response. 

Any advice would be much appreciated.