I want to set a trigger that when an agent select in the side conversation window "Mark as done" the child ticket will be automatically set to solved. Is there a way?
I can not figure out what conditions to select.
Side conversations marked as done child ticket set as solved
Hi Dave,
I tried this condition, but it doesnt close the child ticket, it closes the parent ticket. The goal is that when an agent closes the side conversation closes not the one agents are working on.
How to do that?
Hi Gerardo,
Since side conversations are also tickets, have you tried adding a tag and use it as a condition for your trigger? Meet all: Ticket is solved, Tag: tag_you_created, and Action: Closed
Since side conversations are also tickets, have you tried adding a tag and use it as a condition for your trigger? Meet all: Ticket is solved, Tag: tag_you_created, and Action: Closed
Hi Cheeny,
I have tried but there is no way to let the trigger work based on the Side conversation closed.
When you mark the side conversation as Mark Done, it is considered a closed side conversation but from the parent ticket, the child ticket is not considered and I did not find a way to link both to make this work even with a tag.
Hi Gerardo,
You can set up a trigger, which will be closing Side Conversation tickets (tickets, not side conversations themselves, like "Mark as done" button does) if a specific word/phrase is present.
That way agents will need to send the unique word/phrase to the child ticket first, and only then "Mark as done".
Meet All conditions:
Update via side conversation
Channel is side conversation
Comment Text contains the following string: close me now - or any comment that you prefer
You can set up a trigger, which will be closing Side Conversation tickets (tickets, not side conversations themselves, like "Mark as done" button does) if a specific word/phrase is present.
That way agents will need to send the unique word/phrase to the child ticket first, and only then "Mark as done".
Meet All conditions:
Update via side conversation
Channel is side conversation
Comment Text contains the following string: close me now - or any comment that you prefer
Action: closed
I hope that helps
Hello
What does the "Mark as done" button actually do? I can't see that it makes any difference - or any I missing something?
It doesn't ad any tags, it isn't a condition in the trigger as far as I can see, it doesn't change the status of either the original or side can ticket?
I can't see this is making any difference.
I may well be wrong, so interested to know how this can be used in a useful way.
Thanks
James
Hi James,
It will be considered as Closing side conversations. Closing a side conversation changes the status of the side conversation (not the status of the ticket) to Done. It doesn't prevent people from adding new replies. This is because your customers may have additional questions or comments later, even after the side conversation has been closed.
It will be considered as Closing side conversations. Closing a side conversation changes the status of the side conversation (not the status of the ticket) to Done. It doesn't prevent people from adding new replies. This is because your customers may have additional questions or comments later, even after the side conversation has been closed.
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You can use the Ticket: Side Conversation - is - Closed criteria for that: Trigger conditions and actions reference
Hope that helps!