Hi there !
Maybe I’ll find a solution here.
So, here is my problem.
I could you use the ‘requester has replied to the ticket’ to reopen the ticket but what I want is that user approve or deny the solution of the ticket, that’s why I’m using CSAT.
CSAT is automatically with e-mail notification ‘Agent has resolved the ticket’
Requester receive the e-mail : Does the proposed solution solve your problem?
Yes, it’s ok (score 10)
No, I’m still having the problem. I want this ticket to be reopened (Score -10)
I made the automator below but it’s not working as expected.
This automator is set to read the CSAT answer (negative CSAT score should reopen the ticket and war the agent)
But it’s not working.
Actually, I can’t see this event in the ticket activities.
The ticket remains “solved”, that is not working.
What am I doing wrong ?
Best answer by AravindsrihariView original