When editing the ticket metadata, for example when adding tags to the ticket, it needs to be resubmitted instead of auto saved or only save the changes to the ticket metadata.
Thanks,
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Auto save ticket metadata changes without resubmission
Auto save ticket metadata changes without resubmission
This will allow Agents to make changes to the ticket metadata (e.g. tag, custom fields, contact etc.) without resubmitting the ticket.
Submitting the ticket affects parallel process, like automation, that depends on last update date between our support team and the customer.
At this stage, we are forced to accept that any change to the metadata will affect the last update date although non was shared with the end customer.
If the metadata can be saved\autosaved without resubmitting, that will prevent harming our automations.
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Can I point you in the direction of our product feedback template? This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. If you could, we would appreciate you taking the time to update your post and utilize the template.
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