Is there a way to set that when a light agent makes an internal note on a ticket, it will set the ticket to open (if it is on pending or on-hold)?

Hey @alex19 -

I can confirm this is the recommended workflow.  We've been using it for years!

Brandon

Thank you @ahmed11 & @brandon12!

Can confirm this works as designed!

Dear Alex,

I am also using triggers like the shared one, but I am adding follow-up makers as well. You can use the different ones for internal or external updates in combination with setting the status to "open". Please do also not hesitate in using tags in order to avoid a loop!

Using the follow-up symbols will also give you the possibility to show the follow-up marking in the views of every agent. In combination of status and follow-up the agent will be in the position to see in the view that there was an internal or external update in the comments of the ticket.

Regards, Stephan

Hi Alexander Coburn Davis (he/him) Brandon Tidd

I cannot find any reference workflow even though this article does say it's answered. So might be a case of the actual answer/advice post getting accidentally deleted? Or is that me missing/not seeing it for some reason.

Would appreciate if anyone can confirm or direct me as we too are facing a similar issue and would want to REOPEN tickets when a response is received from a light agent (also requestor).

Hi, Phillip! We know that light agents are not able to change the status. This is why we are wanting to set up a trigger so that when they do make a comment, it changes the status to open (if in pending or on hold). It looks like a suggestion was on this thread at some point and then deleted. Are you able to share the desired trigger that others said was successful? We are having the same issue that internal notes are not being seen because the status does not change. Thanks! 

I'm looking to do the exact same thing and as posted above, it looks like the workflow was deleted. 

Hi everyone,
 

Currently, we cannot use the “Light Agent” role to build a trigger condition to reopen a ticket, as this is a known limitation, as Phillip mentioned.
 

However, I believe we can achieve the same result by using Webhooks, Triggers, and Liquid Markup.

Here is a sample setup I tried:

1. Create a webhook using the Ticket API endpoint. For example:
   https://YOURSUBDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}
   Use the PUT request method.
2. Create a trigger with a sample condition. You can adjust this as needed.

3. Use the created webhook to update the ticket status to “Open” if a light agent updates the ticket, using this Liquid syntax:

{% if current_user.extended_role == "Light agent" %}
{
 "ticket": {
   "status": "open"
 }
}
{% endif %}

This setup will update the ticket status to “Open” if the current updater’s role is Light Agent.
 

I hope this helps. Thank you!

RJ - I've tried this but it's not working for us. 

The ticket does call on the TRIGGER, so it looks like the IF conditions are being met.

However the Webhook action isn't flipping it to open. 

Any ideas?

For the webhook, I did the following:
Endpoint

https://YOURSUBDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}
 

Request method

PUT

Request format

JSON

That sounds like an API error (either authentication or JSON formatting).  These instructions should give you a clue and point you in the right direction: https://support.zendesk.com/hc/en-us/articles/4408836402074-Managing-API-usage-in-your-Zendesk-account 

Noted, thank you. This solution does work for anyone interested.

Hi all,

I believe this  trigger should do the trick.

Just modify if you have some status categories that must be excluded