Closing CTA Tasks from Rules

Related products:CS Rules Engine

Forum|Forum|10 years ago
May 20, 2016
14 replies
222 views

We are working through setting up a few playbooks for our teams. There are a few tasks in each playbook we would like to have closed if certain tags appear on a Zendesk ticket. Because of our Zendesk data is in MDA, I'm struggling to get the rules written correctly to close a specific task based on the criteria.

Is it possible to close CTA Tasks from Rules or can we only close CTAs from rules?

allie_gold

Helper ⭐️

I've looked into this and there's no way to close tasks from what I understand; as a result, we've had to separate out tasks into new CTA's so that we can take action on those CTA's separately from the original "parent" CTA.

steve_davis

Gainsight Employee ⭐️⭐️

This is correct, this should be handled as a feature request. You can close CTA's but not tasks via the rules engine.

martha_stuart

Contributor ⭐️⭐️⭐️⭐️

Steve Davis is this still not possible?

H

hitesh_sharma

Gainsight Employee ⭐️

Converting this to Idea,

Find Similar thread: https://community.gainsight.com/gainsight/topics/ability-to-close-a-task-via-rules

nitisha_rathi

Expert ⭐️⭐️

Hi Martha,

This is still not possible and is not on our short-term roadmap (next 4-5 months). We will keep you posted once we have more clarity on the ETA.

Thanks,
Nitisha

cmultanen

Helper ⭐️

+1, is this still being considered for a future release? We have implementation playbooks for our high-volume CSMs that would really benefit from this functionality. For example, automatically closing a task based on a zendesk ticket or a client has logged into our platform.

sarah.kiani

Contributor ⭐️⭐️⭐️

The status of this post says “Implemented”. Is this true? If yes, how do I configure a rule to close out only certain tasks, not the whole CTA?

werickson

Helper ⭐️⭐️

This is exactly what I was looking to do as well. I thought it was converted to a feature request, but when I visit https://community.gainsight.com/gainsight/topics/ability-to-close-a-task-via-rules, I get a Page not Found