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Daniel27
March 18, 2024
Question

Prevent tickets from being solved when a side conversation is open

  • March 18, 2024
  • 1 reply
  • 32 views

Is there a way to prevent a ticket from being marked solved while there is a side conversation that is in Open Status? 

We use "tasks" by SweetHawk and they have similar functionality the prevents this when the ticket has open tasks that are not marked complete, so we'd like to do the same with side conversations. 

 

    1 reply

    Ivan33
    Ivan33Employee
    Employee
    March 21, 2024
    Hi Daniel Rafeedie, 
     
     
    Thanks for reaching out! Unfortunately, this is not something that is natively possible as of the moment. But as a workaround this could work with setting up triggers. 
     
    This would require multiple triggers and how these triggers function with the agents workflow and other triggers that are already integrated in your agent workflow can change the overall outcome intended.
     
    An example of the triggers that would work for this type of situation would be to create 3 triggers. The first trigger is responsible for applying a tag (i.e. side_conversation_created) on tickets where a new side conversation is created. The second will be responsible for reopening the origin ticket if the ticket status is changed to solved while the first triggers tag is still present on the ticket. The last is responsible for removing the tag if the the side conversation is closed.
     
    Below are some images to illustrate how the three triggers should be configured:
     
    First trigger:

     
    Second trigger:

     
    Third trigger:

     
    Hope that helps! 
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