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Is there any way to set up a process so that when a back-office ticket is set to “Resolved”, the linked conversation is automatically re-opened? Ideally, I would also like for that conversation to be re-assigned if the original assignee is set to Away & Reassigning, if possible.

 

So the flow is:

  • Agent speaks to customer
  • Agent escalates issue to internal team by raising a back-office ticket
  • Agent informs customer and closes conversation
  • Back-office ticket is changed to “Resolved” and closed
  • Original conversation is automatically re-opened so that the agent can inform the customer
  • If that agent is no longer available, the conversation goes back into the queue and is assigned to the next available agent

Hey @Chris 👋 Jacques here from Support Engineering.

You wouldn’t be able to directly close a Conversation based on the state of a ticket using our Workflows.

What might work for you here would be to create a Workflow that is triggered when a teammate sets a back-office ticket to resolved, then based on that you can assign it to a team or to a teammate so that they can manually open the Conversation again. Something like below:

You could achieve something with more control using our REST API. For your specific case, you could make a call to retrieve a ticket and then based on the value of that that’s state, you could manage a conversation and run assignment rules on the conversation.

Hope this helps! If you need more help with this, feel free to reach out to our Support Team via the messenger and they’ll be able to dig into this with you :)

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