Notify Customer When Ticket Solved - Frequently asked questions
Discover how to notify customers when a ticket is solved in Zendesk. Explore common questions and solutions to streamline your workflow and enhance customer communication.
Frequently asked questions
How can I notify customers when their Zendesk ticket is solved?
To notify customers when their Zendesk ticket is solved, you can set up a trigger. This involves creating a new trigger that sends a notification when the ticket status changes to 'solved'. In the trigger settings, under 'Meet ALL of the…
How do I avoid sending duplicate emails when a ticket is solved in Zendesk?
To avoid sending duplicate emails when a ticket is solved in Zendesk, you need to update your triggers. Open the Triggers page and find any trigger that notifies the requester of a comment update, such as the 'Notify requester and CCs of comment…
What should I do if a placeholder doesn't work in a Zendesk trigger?
If a placeholder doesn't work in a Zendesk trigger, first ensure that the trigger conditions are correct. Check if the placeholder is correctly formatted and appears in the 'view available placeholders' section when setting up the trigger. If the…
How can I handle silent solves in Zendesk without duplicate triggers?
To handle silent solves in Zendesk without causing duplicate triggers, you need to create two separate triggers. One trigger should fire when a ticket has public comments, and another for silent solves. For silent solves, add a condition in the…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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