Ticket automation triggers from closing conversations in the inbox

SOLVE
Highlighted
New Contributor
We have the problem that we mostly manage our customer service through the conversations inbox since we receive a large number of conversations on a daily basis. We would like to enroll them in a ticket-workflow automation but the "New" ticket status gets flooded from tickets where we just receive a "thank you" or "OK" reply to conversations that were initiated by our customer service team.
 
A good feature would be that once a conversation is closed from the conversations inbox it could be assigned to a certain "status" or trigger some kind of automation. Now closing a conversation in the inbox does not make it possible to alter any ticket automations.

I know that ticket statuses can be changed by multiple other actions but I have not seen anything that would be triggered by closing the conversation in the inbox tab.
1 Accepted solution

Accepted Solutions
Highlighted
Solution
Esteemed Contributor | Diamond Partner

Hi, 

 

I have been into my portal and found a potential fix that would require some testing on your part. To create this workflow:

 

Enrolment: Ticket Status is any of Closed (Re-enrolment turned on)

If/Then Branch: Last customer reply date has been updated in the last 1 day

Yes Side: Create Ticket

 

Let me know if this works for you, if not, I am more than happy to look into this further.

 

 

Thanks,

Elysha Shave

Inbound Specialist

BBDBoom.com

View solution in original post

5 Replies 5
Highlighted
Esteemed Contributor | Diamond Partner

Hi, 

 

I am more than happy to help you figure out this issue you're having. 

 

Are you able to go into more detail about what automation you would like and what the goal is so that I can have a go at creating it myself in my own portal to ensure this is possible?

 


Thanks,

Elysha Shave

Inbound Specialist

BBDBoom.com

0 Upvotes
Highlighted
Regular Contributor

Agreed and following this thread.

 

It is easy to close a conversation and forget the linked ticket is opened. It definitely feels like a duplication of effort.

0 Upvotes
Highlighted
New Contributor
I’m following. Thanks to share solution once availabe.
0 Upvotes
Highlighted
Regular Contributor

We would like to do something similar except once we mark a ticket as closed, if a client replies we want to open a new ticket. We find that clients reply to the same email thread for new issues repeatedly and want to stop that. 

0 Upvotes
Highlighted
Solution
Esteemed Contributor | Diamond Partner

Hi, 

 

I have been into my portal and found a potential fix that would require some testing on your part. To create this workflow:

 

Enrolment: Ticket Status is any of Closed (Re-enrolment turned on)

If/Then Branch: Last customer reply date has been updated in the last 1 day

Yes Side: Create Ticket

 

Let me know if this works for you, if not, I am more than happy to look into this further.

 

 

Thanks,

Elysha Shave

Inbound Specialist

BBDBoom.com

View solution in original post