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Topics started by Trevor Cooper

2 Topics

Trevor Cooper
Top Contributor
Trevor CooperTop Contributor
asked in Automations

Workflow when merging tickets

I have a situation whereby I need a workflow to trigger whenever a ticket is merged into another.  I have tried to create based on a trigger of Note added is of type private, condition that  Ticket Fields.Last Interaction contains “Merged from ticket”. This triggers sometimes but not reliably.  I am advised this is due to the fact that merging tickets can create multiple updates on the ticket and despite one of them meeting the conditions other updates don’t meet the conditions and cause the workflow to not trigger.  Does anyone have a reliable way of running a workflow when merging tickets?

7
Josh.Teodoro
Contributor
11 months ago
Trevor Cooper
Top Contributor
Trevor CooperTop Contributor
asked in Automations

CSAT response workflows

We have a simple CSAT survey setup, which we can run a periodic report on.  However we would like any negative responses to be automatically identified. I can create a workflow when Customer Satisfaction Rating is negative to send an email, but how can I then:Include the CSAT response information in the email Send the emails to the agents manager rather than having to send to all managers (or 1 manager and they distribute onwards)

0
Trevor Cooper
Top Contributor
1 year ago

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