Hello,
Could please see the below scenario and advise if you can help to solve it?
A child ticket is created by an agent.
We receive a reply on the child ticket and parent ticket gets in open status again.
Another agent still needs to reply in the child ticket, however the email address from first agent who created the child ticket is present and needs to be removed manually.
Question: Is there any way to automatically remove the email addresses from the agents who previously act on the child ticket and leave only the email address of the external entity?
Thanks in advance
Child ticket replies
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Based on the information you have provided I assume that the child ticket is setup this way. First, the creator of the child ticket is currently the requester. Second, the agent who first replied is the assignee of the ticket. I assume that the external entity that you are pertaining to is added as a CC on the child ticket.
What I can think of is you can just utilize triggers to automatically un-assign such tickets. That way, the first agent who responded will be removed and the ticket will be assigned to just the default group or another dedicated agent. There will be some challenges involved as you don't want those triggers to fire for all your tickets. Maybe you can utilize the use of Macros and Tags to easily identify such tickets that will utilize the trigger.