Intent is not updated when a follow up Ticket is created | Community
Skip to main content

Intent is not updated when a follow up Ticket is created

  • February 20, 2024
  • 2 replies
  • 0 views
E

I have been noticing the Bot not recognizing the intent correctly for tickets, that have been closed and reopend again. The intent in the follow up ticket stays the same as the intent of the original ticket. 

For example: Our customer messages us, that he/she has a defect product. Intent is set to "product issue_need replacement". We answer, the ticket is solved and closed after 10 days. 12 days later the customer messages us again to find out the tracking of his/her replacement product. Intent of this new ticket is set to "product issue_need replacement" and the customer receives an autoreply based on the intent "product issue_need replacement" which is very frustrating for the customer. 

Is there a way to solve this? 
Thank you very much! 

    2 replies

    Jake18
    • Jake18
    • February 20, 2024

    Hi Elina,

    This is expected behavior as of today. A follow-up ticket inherits the ticket fields from the original/parent ticket (more info here). If you would like, you could consider adding a trigger to unset/blank out the intent (or other enrichment) field(s) with by having all tickets via the 'closed ticket' ticket channel having the intent set to '–'.

    Alternatively, you could add a routing condition to your triggers that causes all follow-up tickets to get verified by an agent to confirm if the topic is or isn't the same as the parent ticket.

    That being said, I am pulling your feedback in for product feedback for additional enhancements. Some follow-ups may very well be about the same issue, but we know that at other times customers will reach out about a totally different topic.

    E
    • Elina11
    • Author
    • February 23, 2024

    Hey @jake18 thank you so much for that! That helped a lot!!! :)  

    Terms & ConditionsCookie settingsAccessibility statement