Adding Reply to the ticket using the Ruleset

  • Resolved hbbd

    (@hbbd)


    2 years ago

    Hi,

    I need to show the name of the Agent that completed the ticket, in the Client’s ticket details, on the frontpage.

    To do so I am using the Ruleset. This triggers when ‘Ticket Closed’ and the only action in here is : Add Reply to Ticket.

    The problem I am having is that the Shortcodes do not convert. So instead of seeing the real Agent name, I see the Shortcode in the Ticket Reply :

    Transport complété par {agent_name} {agent_first_name} {agent_last_name}

    And the same non-converted output shows up in the email as well.

    Can you please provide a solution?

    Thank you,

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter hbbd

    (@hbbd)

    Optionally I could use the field “Select Agent Under Whose Name This Reply Will Be Added” however there is no option to include the actual Agent’s name, who’s ticket is assigned to.

    Which is silly.

    If the field is left blank(“Please select”), I will have an empty field in the Ticket details.

    If I choose Agent X, then Agent X will show for ALL the tickets, regardless if Agent Y or Z completed the ticket.

    The solution to this would be plain and simple : if no Agent is selected, show the assigned ticket Agent as the memo creator.

    Solutions please?

    Jawad Ahmed

    (@jahmedas)

    Hi @hbbd

    Thank you for posting on the forum. If you are a premium user please open a ticket here.

    https://getawesomesupport.com/submit-ticket/

    if, not please fill out the form here and we will assist you with it accordingly.

    https://getawesomesupport.com/contact/

    Regards

    Plugin Author yeisonbp

    (@yeisonbp)

    Hi,

    Marking as clarified. If you have any questions regarding the free plugin, let us know.

    Best regards.

Viewing 3 replies - 1 through 3 (of 3 total)
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