Tickets escalation

[r3alme90]

What is it for escalation ?

In my understanding, this is an auto-reply to a ticket.

425 pages per second response

 

[r3alme90]

After each user response, a message is sent. How can this be changed? You only need to send it once for a new request

 

[Naz]

Escalations need some work as it's too easy to get yourself in to a loop like this. Is this happening on 2.9.0?

You need to add to your criteria so it doesn't apply to the message being posted so maybe add something like "Last reply is not staff".

 

[r3alme90]

425 pages per second response

there is no such problem in version 2.9

You need to add to your criteria so it doesn't apply to the message being posted so maybe add something like "Last reply is not staff".

The user can leave several messages in a row, and the bot will respond each time.

I would like to have a response only once when creating a request. I have tried all the options, but it doesn't work.

 

[r3alme90]

 

[Foxtrek_64]

If that's a requirement, I would add a custom status, for instance New Ticket. Configure new tickets to use this status whenever they are opened.

Your escalation looks for this status, sends the response, and sets the status to something else, like Waiting For Support. Then the response will not fire again unless the ticket status is changed back to New Ticket.

I have a fairly similar escalation where I have new tickets come in with the New Ticket status. When a moderator claims a ticket, they set the status to Waiting For Support. If they make a change (e.g. trigger a password reset), they can change the status to Waiting For Customer. An escalation is in place to say that if the status is Waiting For Support and the last reply was the ticket opener, change the ticket back to Waiting For Support.