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Implemented

Closing CTA Tasks from Rules


Userlevel 7
  • Gainsight Employee: MVP
  • 284 replies
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?

11 replies

Userlevel 5
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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. 
Userlevel 7
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This is correct, this should be handled as a feature request. You can close CTA's but not tasks via the rules engine. 
Userlevel 4
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Steve Davis is this still not possible?
Userlevel 5
Converting this to Idea,

Find Similar thread: https://community.gainsight.com/gainsight/topics/ability-to-close-a-task-via-rules
Userlevel 7
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
Userlevel 6
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+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.

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?

Userlevel 2

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

Userlevel 2

oh.. found the idea.. https://community.gainsight.com/cs-ideas-21/ability-to-close-a-task-via-rules-3937

 

Userlevel 6
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yes, we can close/delete the bulk tasks via Mass Edit from Administration

 

Userlevel 6
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Is this actually implemented? Mass Edit seems to be the only option here and it is a manual process. 

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