Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Recently, Zendesk updated AI Agents - Essential for email/web form to add a "Did this resolve your issue"?" prompt to the AI Agent's autoreply. If the requester clicks the “No, I still need help” button in response to this prompt, ZD sets a tag on the ticket and adds an internal note to the ticket stream but does not notify the Assignee that this happened. This behavior needs to be corrected.
What problem do you see this solving? (1-2 sentences)
Before this new capability was added, the requester would reply to the AI Agent's autoreply with some form of “I still need help”, which would cause the Notify assignee of comment update trigger to fire, instructing the assignee to follow up with the requester. The “No, I still need help” button is simply a shortcut for the requester replying to the email. Yet the assignee isn't notified. The requester thinks that their ticket will get attention based on the button click, but the assignee has no idea that the button was clicked. This is fundamentally flawed, especially since the button click causes an internal note to be added to the ticket stream without activating the Ticket > Comment / Is / Present (public or private) trigger condition.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
In most cases, there won't be an assignee for a ticket with an AI Agent autoreply. We've implemented an SOP to “defer” tickets with AI Agent autoreplies, after confirming that the autoreply is on point and not something that requires manual Agent involvement. This SOP has appropriate triggers to notify our Agents if the requester replies and I adjusted those for the button click instead of an emailed reply when this feature was introduced.
But in a couple of instances, one of our Agents took the ticket rather than deferring it, and they received no notification when the requester clicked No, I still need help, as I assumed the Notify assignee of comment update trigger would take care of that. When we discovered that this wasn't happening, I submitted a ticket on this, because it's clearly a bug. Unfortunately, yet again Zendesk has decided that something that's clearly a bug is actually working as intended, and so I have to submit an enhancement request to ask you to fix the bug.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
I built a secondary trigger that checks for the ar_marked_unhelpful tag being set and use that to send a notification to the assignee if there is one. Unfortunately, because of the way tag conditions work in triggers (testing only for presence, not for the tag being set), I also had to clutter up the ticket tags by adding a “blocker” tag to keep the notification from being sent after every update once the requester has clicked that button.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
The Notify assignee of comment update trigger should properly fire based on the internal note that's added to the message stream when the requester clicks “No, I still need help”.