Forums/Product news and updates/Release notes

Updates to Twickets, Closed Tickets and Plans

Maksim Ovsyannikov
posted this on August 12, 2010 08:25

New stuff

  • requester’s Twitter bio directly within the profile widget while viewing any
    ticket or twicket that came from a requester with an associated Twitter
    handle. You will also be able to view the bio from within the requester’s
    profile. If you haven’t yet configured your Twitter account to work with
    Zendesk, check out
    If you are using our integration with Twitter, you will now be able to see requester’s Twitter bio directly within the profile widget while viewing any ticket or twicket that came from a requester with an associated Twitter handle. You will also be able to view the bio from within the requester’s profile. If you haven’t yet configured your Twitter account to work with Zendesk, check out this posting.
  • When solving a problem ticket with linked incidents, Zendesk will now warn agents and state that, if a closing comment was made, it will get appended to the linked incidents. The warning message will also state that all linked incidents will become solved.
  • You'll notice a 'Create Follow-up' button that has appeared on all closed tickets. When clicked, you'll be taken to an interface similar to that of replying to an open, pending or solved ticket. This feature copies the original closed ticket and allows you to respond to the requester. When you submit this, Zendesk will form a link between the new ticket and the closed ticket. This should enable you to easily follow up with your customers if the solution given on a previously closed ticket is no longer sufficient.
  • You are now able to select multiple tickets within views by selecting one ticket, then holding the “shift” key and selecting the last ticket in your selection range. All tickets in the defined range will now be selected and ready for any bulk action that you would like to perform.
  • All accounts with subscriptions to the Zendesk Regular plan will now have access to knowledge base categorization feature. This feature enables Zendesk admins to better categorize and organize Zendesk knowledge base, forums and communities.
  • Account owners on Regular and Plus+ plans will no longer be required to subscribe to a minimum set of agents. Additionally, account owners on these plans will no longer be subject to any maximum agent limitations. (Applicable to customers on the new pricing plan post May 18th 2010).
  • Customers paying annually on Regular and Plus+ plans will now only have to pay $24/agent per month for Regular plans and only $49/agent per month on the Plus+ plans, compared to $29/agent per month and $59/agent per month respectively with the monthly billing option. (Applicable to customers on the new pricing plan post May 18th 2010).

Fixed stuff

  • When creating tickets via the API, Zendesk returned the URL of the ticket just created with http:// regardless of whether or not SSL was enabled on an account. Zendesk will now always return the correct location header, taking into account the SSL settings. 
  • When making a public comment in a Ticket linked to a Topic, if such comment was to be posted back into the related Topic, Zendesk was stripping out new lines. This should no longer be happening.
  • An issue resolved earlier in the week caused Zendesk to occasionally reply to auto-responses (out of office emails for example). This behavior was creating mail loops. This issue was resolved.
  • We fixed an issue with not being able to tab to the 'Tag' field on tickets.
  • It should no longer be possible for users to have more than or less than 1 primary email address.
 

Comments

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Graham Robson
Coherence Design

Small DOM change introduced in this update - spaces after field titles. Broke some of our JS widgets, but fixed easy enough. It would be useful to signal ahead of update releases any  DOM changes so we can be ready to test/fix.

Graham

August 12, 2010 14:06
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Forest
Zendesk for iPad Beta

The new 'Create Follow-up' button is pure genius. I thought that it was just going to create a new ticket with a reference or a link to the old one (still would have been a time saver) but magic happened, it pulled all of the previous comments into the new ticket! 

August 16, 2010 08:32
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Morten Primdahl
Zendesk

Graham, we're probably going to be changing whitespaces a lot in upcoming releases, if you need something else like id or class attributes to rely on for accessing elements in a less brittle manner, then let's know.

August 19, 2010 13:46
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Chad Thomas
proactis

awesome news.  Thanks zendesk for once again listening to your users and taking great care of us!

August 23, 2010 10:48
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