We are setting up a trigger that reopens a BAD rated ticket in that agent's queue. This is so we can reach out to customer and improve the experience. However, when doing so it's impossible to close that ticket now. We tried via Trigger and Automation - but it did not work as it would run multiple times and ticket keeps reopening.
I’ve solved something similar by in the actions adding a tag such as csat_reopen. Then adding a condition does not contain tag csat_reopen. This stops it from looping.
Ollie is right. To prevent the loop you just need to add a tag whenever the trigger runs for the first time, and then exclude that tag from the trigger.
@oliver27, @carlota11 could you please let me know if you have two tiggers for this? If yes, then what's the second trigger? Right now I am only able to add the tag.
Note: Our tickets are set to be manually closed by agents not automatically.
Hello Shruti. You just need one trigger. You first include Add tag > Your custom tag under the ACTIONS. Then you can include Tag > Contains NONE of the following > Your custom tag under the CONDITIONS. This way the trigger will fire just once, the tag will be added and the ticket will be excluded from the trigger the following times that the conditions are met.
Hey @shruti12
If your team are manually Closing tickets rather than Solving them it can't be reopened once its closed.
In the above you can use the one trigger to add a tag in the actions then it exclude it in the conditions, so when it is Solved for the second time, its excluded from hitting it again. (Note the tag won't prepopulate until its used however you can manually enter it again in the conditions/actions).
We use automation to close tickets 72 hours after solved though, the conditions are Status is Solved, Hours since Solved Greater than 72. Then the action is Status - Closed. You would be able to customise the time though for whatever suited.
Hope this helps! But feel free to reach out if you have any other questions.
@carlota11, @oliver27 - Thank you so much for your guidance. I think we are trying similar approach but not sure if it's good to apply? Please confirm this trigger works for you, we will activate this to try. Thanks!
Hello Shruti. The condition to exclude the tag dsat_reopen needs to be in under "Meet ALL of the following conditions".
Thank you all.
If this helps anyone:
The above workarounds did not work for us. But changing the Condition to "Ticket > Is > Updated" did the job for us.
Thanks!
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