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PlannedDoneNot planned

Spawn new ticket from reply

KP
suggested this on April 15, 2009 21:21

This is very similar to the request of being able to merge tickets into one, but er... the opposite.

We frequently get some users who will continually reply to the same thread with new requests OR a thread evolves into another topic (or several others). It would be great to be able to "spawn new ticket from reply" which would take the last reply from the user and create a new ticket with that email content. It would be important that the new ticket reporter be the same user (not the agent).


cheers,
kp

 

Comments

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Renee
Code42

I agree that this would be very useful.  We have a lot of users that send "oh one more thing" questions that are totally related to the initial incident and simply reply to the original ticket email.  Closing tickets after a certain period certainly helps reduce the number of these, but if someone replies promptly, the ticket will be re-opened.  We don't want to change our "close tickets marked solved after x days" automation to close tickets sooner.

May 12, 2009 09:56
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Renee
Code42

Sorry for the double post...I meant *totally unrelated*.

May 12, 2009 09:57
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Joel Remigio
hsncfl

I couldn't be more pleased with Zendesk. At first, the tricky part has been getting users to send help requests to a specific email address to auto-generate a ticket. But now that they are doing it, they are stacking multiple questions and help requests within a single message. Frankly, I'm just happy they are using the new address instead of personal addresses that force us to manually create tickets. So this feature would be helpful to us.

May 19, 2009 07:55
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Morten Seifert
beesys

I love Zendesk. Being able to split tickets would make me love it even more... and I agree with the point, that once you have convinced your users that it is much better to use Zendek and not personal e-mail, I don't want to nag them with "Please create a new ticket for your latest comment" og having to create the ticket manually.

For the personal e-mail I have started forwarding them to the support mailbox and changing the originator, so atleast they get into the system.

June 16, 2009 00:33
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Paul Keck

+1 vote.

Users rarely understand what should and should not be put in a single ticket. But why would they? They are the customer or client and it should be easy for them to tell me something is wrong. I spend a lot of time managing tickets, and this feature would be fantastic. The two biggest problems with the manual split is keeping the old ticket open and on track (because the last post was off topic), and adding attachments to the newly created ticket (download from old ticket, upload to new one).

thanks in advance!

June 22, 2009 20:29
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Brandon Caplan
onehub

+1

I have some users who find it easier to reply to the last email they receive from me, rather than start a new one (amending an unrelated ticket). This would be a useful addition in these situations.

June 30, 2009 10:53
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Alan Wilson
senergyoilandgas

+1

July 15, 2009 13:49
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Paul Alexander
xheo

+1

September 07, 2009 23:39
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Miles Muri

+1 for me too.

Miles

November 30, 2009 19:54
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Jake Holman
Product Manager

Paul Keck touched on an extremely good point. Splitting a Ticket is all very well, but then the End-User will invariably get confused about which Ticket to respond to if the conversation is still streaming in both Tickets (trust me, I've been there!).

This would complicate things, perhaps more than simplifying things. In order to stop End-Users replying to old tickets, the aim should always be to Solve, and Close, Tickets as soon as possible.

I welcome more discussion on this topic though.

Jake Holman
Zendesk Support

January 08, 2010 07:55
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Paul Alexander
xheo

After using Zen for a while I'd have to agree. Since closing the ticket generally forces the user to open a new ticket/new conversation it works pretty well. However there are a number of times when a user is in their "I'm pushing every button" mode sending emails for every little thing resulting in a muddled conversation. It would be nice to have some ability to split a ticket into different conversations. This is one of those cases where the technology can't solve the problem directly, but having the right tools can significantly enable the support people in doing their jobs.

January 08, 2010 13:56
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Brandon Caplan
onehub

I agree with Paul. As I mentioned further up, this would be most useful to me for those people who just reply to the last email you sent them to start a new conversation. This unfortunately tends to happen before the ticket goes from solved to closed.

I alse agree with Jake's point that this could potentially confuse if used in the wrong scenario, but most of the time I am in need of this is when dealing with users who only interact with the helpdesk via email.

January 08, 2010 14:05
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NickC

Count me in too. My sales guys don't like to create fresh emails and keep reusing old emails so this would help.

January 29, 2010 10:19
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Alan Conroy
Project CS Beta Testers

For us sometimes some one will have an open issue, like a bug to be sorted and then reply to the open ticket with a different query.

We cut & paste the new query into a new ticket so that they have 2 open tickets however I'd like to be able to say that this response needs to be moved to a different ticket and leave the original ticket unaffected

March 12, 2010 03:13
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Kathy Waller
webexpenses

Yes please, change requests and bugs often come in together. +!

March 12, 2010 06:10
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Dominic St-Jacques

+1 for me too.

March 12, 2010 16:45
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Alan Conroy
Project CS Beta Testers

I was thinking something like a tick box beside the response and then an additional option in the drop down menu, Move response to new ticket

March 14, 2010 13:27
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Jason Wood

+2

I think this feature is already within the system - You have the option to "Create New Ticket" from a suspended ticket. Have this same functionality with all other tickets. This will give us to split a job (one part might be quick and another might take longer, so it will not muddy the data for the SLA's) or gives you the ability to split one part of the ticket off to one agent and the other part to another agent.

April 07, 2010 19:15
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Bill Sapp

I am very interested in seeing this as well.  Any confusion that would be caused is a small price to pay for the benefit; besides, that issue should be mitigatable by setting some general guidelines for your end users, even if you have to remind them every so often.

April 08, 2010 01:15
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Stan
mortgageclick

+1

August 20, 2010 05:40
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Chris Wood
revector

+1

October 06, 2010 07:10
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Ben Jones
teliax

I'm into it. +1!

October 06, 2010 10:11
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Will Sharp

This topic came up today in our staff meeting. It seems like there would be 2 use cases (for our purposes):

1) Ability to split the ticket with the last comment from the original tx being the 'description' in the new tx. New ticket would be created with the last comment being inserted into the new tx, all the fields and tags and requester being set the same as the original, new tx not submitted yet so that you could edit the comment, tags, fields, etc.

2) Ability to create a new ticket from the last comment and reset the original ticket back to its state before the last comment was added. New ticket would be created with the last comment being inserted into the new tx, all the fields and tags and requester being set the same as the original, new tx not submitted yet so that you could edit the comment, tags, fields, etc.

This functionality would be very handy.

November 19, 2010 13:02
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Ed Wiancko

We would like this feature also.  We do this manually now and would benefit from this feature a lot - especially if the any attachments to the new comment could be brought to the new ticket automatically.  (Currently we have to download each one to a local spot, then upload each one.  Pain!)

Yes, occasionally we will have a client that gets confused and replies to the wrong thread, but that doesn't happen often.  Clients are usually very good at replying to the right string in my experience.

April 19, 2011 10:22
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Lynda Mota
liveperson

Our requests sometimes include two elements that need to be performed by different people. Currently we ask people to create two separate tickets so that there is a separate job ticket for each of the tasks, but sometimes they don't realize they're separate tasks. It would be great if either the Admin or the Requester could duplicate the original request when they create it, OR as Will suggested that when one part is closed a new ticket could be created and reassigned to another person.

May 09, 2011 13:54
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Sherry Levy

I have a question about duplicating /splitting a ticket? Let's say "John" sends in a ticket to the system and it comes to me and it reads I need the (Brown) website to be updated by 3: 00 pm today with new graphics, and two new fields that need to be programmed in addition I need to do Search Engine optimization.

Would I be able to duplicate/split ticket the ticket "with the exact information and attachments" (the original ticket info from John) and then send it off to Bob the Programmer, Paul the Graphic Designer and Jane the Search Engine Optimizer? Essentially creating three new tickets in the system.

Thank you,

June 29, 2011 12:53
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Chris Kittinger

This would be a great feature to add.  Clients often reply to existing tickets when asking about a new request or topic.

August 04, 2011 10:20
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Joe Brenner
carettasoftware
+1 Had a need for this (again) today. User replied to a previous thread, which was actually Solved but not Closed, with a totally unrelated topic. Creating the new ticket manually was awkward and I actually had to do this twice because, the first time, Zendesk failed to recognize the Requester Name I entered (it offered no suggestions) and assigned me as the Requester instead. So I had to delete that ticket and try again. Luckily, the user forgot a file they wanted to attach to the request. Otherwise I'd have to download it and then upload it again to the new ticket (twice!). What I want, as others have commented above, is an option, in the usual drop-down, to "Create new ticket from last comment". This would copy the description, tags and attachments to the new ticket, and assign the correct requester. The new ticket should be left open so I can add a suitable Subject. Ideally, when the new ticket is submitted, and the requester is informed, the rogue comment in the original thread should be deleted, but I realize this might be tricky and cause 'data integrity' issues so it would be okay to leave it there and simply ignore it. Alternatively, a private comment could automatically be added to indicate that the last comment was moved to a new ticket and include the ticket link. Thanks, Joe
August 12, 2011 05:23
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Joe Brenner
carettasoftware
Wow, what happened to all the separate paragraphs in my last comment? And why did I end up in a weird place afterwards? I see there's been some Zendesk tweaks since I last commented...
August 12, 2011 05:26
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Lewis Stancer
Qube Tech

+1

September 15, 2011 12:28
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Esmaeil Khaksari

@Jake,

Agreed on both points: (1) Certainly increases the possibility for confusion. (2) Solving & closing cases would help in this regard.

However, these are not really sufficient.  There are many scenarios where the customer has sufficient time, before a case is closed, to insert unrelated questions into the case.

Please consider this possible enhancement as a way to encourage better granularity in reporting, quicker close times, etc. 

September 23, 2011 08:43
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Tim Ingham
unilincoln

This would be very useful for us aswell. We also get tickets re-opned with new, unrelated enquiries so a simple way to split and create a new ticket from this would be good.

Also, we also get requests that require the attention of multiple groups so it would be useful to be able split the original request into multiple ones that would allow us to re-assign with just the relevant information in the comments box.

October 10, 2011 07:24
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Esmaeil Khaksari

@Tim,

 

That's a great point about breaking out certain responses where multiple people are copied on the ticket.

October 10, 2011 08:27
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Dan Denson

This would be a BIG improvement.  Our last helpdesk software did this with ease.  This is one of only a few things that the other product did better (while zendesk does so many others MUCH better).

 

use cases are very must as listed above

1: user replies to a solved ticket with a new subject. desired behavior: pull recent comment into new ticket, revert previous ticket to original state

2: user sends multiple requests in single ticket. desired behavior: highlight text in ticket, hit split and highlighted text is used for new ticket, original contacts and cc are brought over.

October 14, 2011 05:57
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Joe Jenkins
funparksgroup

Jake Holman had said above that he believes that this could cause the user to be more confused.  In my case, this isn't it at all. They're already confused (or just lacking understanding of helpdesk operation and need more  training) and are just replying to whatever the last comment they had in their inbox.  I find that if I copy and paste their new question, which is in many cases to a "re-opened ticket" which is what it is 9 times out of 10, they start to respond to their new ticket as they see the subject makes sense to their new question.  

So, I think what the users here are asking for, and I agree, is that we need the ability to "Create new ticket from reply";  It can then prompt us for a new subject, auto-populate the name with the spawning comment's requester or ask for one in the event that the spawning comment was an agent.  You can auto-relate the two if you want as part of the logic in a similar fashion that merges occur.  Something simple as "New ticket created from "Ticket ##### Subject of previous ticket" on the first line that the agent creating the new ticket would have the option of removing as part of their reply.  

This workflow seems easy and would be simple for most helpdesk operators to navigate.

It gets my vote.

October 17, 2011 06:12
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Lyman Benton
visioninternet

I appreciate Jake's concern, but I don't think that this widely requested feature should be overlooked because of a projection that end users may not reply to the correct message.

Here's why:

1) Our users are pretty good at responding to the last, most relevant-looking email like Jjenkins said above

2) We track which of our agents handles/solves the most tickets -- and this number is inaccurate if we have some agents handling several issues in one ticket. (Currently, those agents have to manually create separate tickets and it is a bit of a pain.)

I hope this helps show why it is such a requested feature.

November 09, 2011 16:22
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Viacheslav Tikhomirov
Служба поддержки ФотоСтраны

+1

November 10, 2011 06:10
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Andrew J
BizStudio NZ

Looks to be a popular feature request... yup, split tickets... for when users ask for more than one problem on one ticket.

November 28, 2011 15:54
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Julie Allison

We have this requirement also - would like to be able to create a trigger or automation that allows us to create a new ticket when any existing ticket is changed to solved - the new ticket would be assigned as a task for our  documentation team - this way we can measure this team's responsiveness and workload also.

Can someone advise if this will ever be a feature - looks like this request was originally raised in 2009?

November 30, 2011 14:54
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Nick McLarty

+1

I agree with all the case examples made above.  I have users that just hold onto the last email they got from me, and the next time they need something they just reply to that email which either re-opens the ticket if it's in a solved state, or creates a follow-up if the ticket has closed.  In the first case, I'd like to be able to split it to a new ticket.  In the second case, I'd like to remove the follow-up flag.

On the subject of follow-ups, it would also be very helpful to manually create a follow-up ticket from an existing open ticket.  That way, if we did have to split it into two separate tickets (but not necessarily a problem/incident scenario following the ITIM model), they can still be shown as related to each other.

January 04, 2012 12:16
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Carlos Alvarez

I have the same problem and it's making us mildly crazy.  At least 30% of our users simply reply to an old ticket in order to start a new one.  Sometimes they change the subject thinking that will make it clear, but of course they don't know about the in-reply-to header.

January 04, 2012 15:28
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Chris McDonald
helptree

+1

My 2-cents on this, in reply to Jake (sorry if anyone already made this point...tl;dr) is:

Why not just build a Split button.  Then agents like me can use it.  You don't like it?  Fine.  Don't click the button.  Problem solved.  For me, I think that ZenDesk can please all groups by creating an optional button that agents can take or leave as they best see fit.  If you're worried about agents acting differently within a single helpdesk, then consider adding permissions to use the button.  I still think that this is a great feature request for lots of usecases and helpdesks.  Big +1.

January 04, 2012 15:31
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Carlos Alvarez

Yeah, I don't see confusion as an issue.  As it is, we regularly change the subject of tickets since end users often enter useless things like their own company name, and they seem to get it.  That would be part of the splitting process.

January 04, 2012 15:34
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Andrew J
BizStudio NZ

I agree, this is a common issue for us.  More techincally challenged users prefer to reply to an email.  We have users regularly replying to emails over a year old.  For some, re-education is not probable. 

January 04, 2012 15:41
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Stuart Hall

Opened a ticket for same request today. This happens almost daily. More of a need than a want for us. Easier to adjust the system to the users than the users to the system.

January 09, 2012 17:05
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Lyman Benton
visioninternet

Another use for spawning new tickets is for assigning to other departments.

For example, I sometimes have to assign one task to be done by our server/email administrators, and another task to be quoted out by a programmer simultaneously, both originating from the same ticket.

I'm glad this has received some extra attention recently; I was beginning to worry there weren't enough of us that wanted this option!

January 09, 2012 17:17
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Carlos Alvarez

A user just included a billing question along with an ongoing tech thread.  Would have been nice to split it instead of manually creating a new billing ticket and copy/pasting the info.  This is no less confusing to the user than just splitting the ticket.

January 10, 2012 13:43
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Rob Pezely
mercent

I would definitely use the split/spawn/create new ticket from an existing ticket feature.  Please add this feature.

February 27, 2012 16:43
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Glenn Benge

+1 from me

although I think the requirement can be tweaked.

 

The issue: there's an (rogue) entry against a ticket, that doesn't belong to that ticket.

 

Using the rogue entry to SPAWN a new ticket is a great option, but to MOVE the entry to an EXISTING ticket should be also be an option. Reading through the comments above, and from personal experience, there's many circumstances where clients respond to one ticket, when in fact they're providing content for another existing ticket.

 

and which ever action to taken (spawn new / move) Zendesk would need to automatically add appropriate audit trail info to both tickets to enable the action to be fully tacked.

March 04, 2012 12:51
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Spike

YES YES YES!  

March 04, 2012 16:32
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Anthony Carter
pentaho

For Companies that track a "per incident" request, this would be an absolute requirement.  If a customer opens a ticket with 10 different requests, that is 10 different tickets, not 1.

Even without a per incident business plan, one would like to keep 1 incident per ticket so as to have a direct correlation between the ticket subject/description and the contents of the ticket itself.

We also have, potentially, 2 weeks between solve and closed because that is our process.  There are times when we want to create a follow-up before the case is closed.  A tool such as Zendesk should not impose a change in processes and policies, but fit into the existing processes and this is one area where process change is needed our side...

March 21, 2012 06:02
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Carlos Alvarez

In the last few weeks this has become more and more of a problem for us.  We get multiple people working on an issue, so the next person shoots off a new e-mail, or there are issues that recur/take time to resolve so they forget they have an open ticket.  Right now I have five tickets for one issue for one customer.  One person is answering a new ticket with an answer already given in ticket #2, and another had given an answer that was already in ticket #1.

March 21, 2012 09:16
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Carlos Alvarez

I posted too early.  However, they then throw some information about another issue into ticket 5, and we'd already handled THAT problem in ticket 4, but hadn't been able to spin off a new case about it.  We have a small case load, can't imagine how this plays out in a big organization.

March 21, 2012 09:18
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Vincent
storecommander

+3

July 09, 2012 04:52
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Eli Blankers
accelitec

+1.  I think it wouldn't be out of the realm of possibility to let us, the people running our desks, to decide whether or not this would be a good decision for our own company.  I understand it may be a huge confusion for some companies or their clients.  My company, however, works with very few clients, at a very intimate level.  Our clients get very comfortable with ZenDesk, and understand its use.  If I was able to split tickets into multiple tickets, my clients would know that I am acknowledging EVERY issue they bring, which is definitely the level of service I plan on giving.

July 10, 2012 08:34
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Jason Nassi
twilio

+1 as well. Doesn't matter how fast we move tickets to Solved, customers still ask new off-topic questions on existing threads sooner than Closed comes into play. We wind up getting tickets dragging on for days that span multiple topics and multiple agents, and wind up skewing the data in a myriad of ways. Splitting comments into a new ticket would be massively beneficial for us.

August 02, 2012 16:43
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Alexis Priddy

+1

Even though there could be confusion, please give us the feature and then we can use our judgment about what is the best course of action for that particular ticket.

It would work best for me if there were small icons at the bottom of the comment itself.  This would allow us to make that particular comment into a new ticket (SPLIT) or move that particular comment into an existing ticket.  Thanks!

August 17, 2012 07:31
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Justin Fain

+1.

We really need this feature.  Thanks!

August 27, 2012 07:27
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Rob Colver

We also badly need this feature.  When customer continue an existing case rather than starting a new one, it plays havoc with the SLA stats.

September 03, 2012 05:42
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LaPorsha Gant
onesourcevhr

+1

September 06, 2012 15:43
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Elyse Kanagaratnam
Zendesk

@All - While I'll have to check with the product team as to the status of a new feature, there are a few things you can do in the meantime. (I apologize if I'm repeating what others have already shared).

Firstly, you are welcome to shorten the time span for when a ticket moves from solved to closed. Under Settings >> Automations, you can edit the timeframe to 48 or even 24 hours. Then, when the customer replies they'll open a new follow-up ticket by default.

For the case where the customer does reply to a solved ticket with a completely unrelated request, new Zendesk makes it incredibly easy to open a brand new ticket with a few clicks. Simply copy their new comment to the clipboard before clicking into the user profile:user.png

Toward the bottom, click User options where you can create a new ticket with the same requester:options.png

Paste in the comment, and send off the answer!

In addition, you can create a trigger that auto-closes tickets based on a tag. With this particular workflow, I would then tag the original ticket to close it immediately.

October 20, 2012 20:30
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Andrew J
BizStudio NZ

Hello Jennifer,

While I agree it is easy to create a new ticket in New Zendesk, simply opening a ticket in the users name doesn't help in our situation.  We have a lot of data in custom fields which in splitting, we would like replicated by default in the new ticket. ie opening a new ticket only save us one task out of 5 or 6.

Our customers regularly submit issues raltaing to the same product, but covering multiple problems that often need to be addressed by different agents and sometimes different departments. 

Replies to old emails or even recent ones are common and a problem. 'This ticket is a followup' needs an opt out link on the ticket to remove the followup refernece... ie. "Nope - this ticket actually ISN'T a followup"

October 23, 2012 12:52
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Glenn Benge

I agree Andrew. A follow-up ticket is exactly what's not needed in this situation. And that fact that a follow-up ticket will be created automatically when a reply is sent to a closed ticket makes the situation more frustrating.

The whole idea of the requirement desribed in this thread is the ability to spawn a new unrelated ticket from a comment erroreously added to a pre-existing ticket.

I still maintain we should get the option to either MOVE a comment to another pre-existing ticket or to generate a NEW ticket completely.

And for follow-up tickets that are automatically generated, we need the faclity to "detach" the follow-up from the original at whch point the new ticket can standalone or be merged into another ticket if necessary.

October 23, 2012 13:17
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Artur

+1

November 04, 2012 23:08
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Christian Heiler
Expedia

This would be helpful to us as well, some of our clients reply with a new issue to a solved or on-hold ticket and we need to manually copy paste the data in a new ticket.

November 07, 2012 00:27
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Wenhua Fan
biowareulc

+1

November 20, 2012 13:31
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Jeroen Vranckaerts

+1, having the option to split tickets into multiple tickets as an optional feature would be very nice to have, since users often put multiple issues in one ticket, or keep replying to the same ticket instead of opening new ones

November 23, 2012 23:14
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Joel Walker
cwdriver

Glen Benge has nailed it. Most ticketing system I have used (the list is very long) have always had this ability. I agree that automated new ticket creation from replies would most certainly lead to chaos for agents and customers alike. But, I find it to be outright lacking that Zendesk doesn't have a feature to take any reply that is in essence the basis for a separate new request ticket to be shifted into precisely that - a new, separate ticket that isn't associated with the original ticket at all.  If you see a benefit to the idea of having the tickets remain a relation, you can add that into the configurable options.

I think it should serve as a huge flag to the team that this topic iver coming up on 4 years old and still receiving support from the community as a much needed feature.  You can simply give your customer the options of whether or not to enable it. Seriously, this is needed. Please reconsider your stance on this.  Thank you!

January 15, 2013 19:43
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Joel Walker
cwdriver

If it wasn't obvious..

+1     :)

January 15, 2013 19:58
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Dennis Theisen
Shopify

yes, please, this is important for accurate metrics without having agents do additional work and manually create new tickets for new issues brought up by a customer in a reply to an existing ticket

January 23, 2013 10:15
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Jeroen Vranckaerts

+1

January 23, 2013 10:18
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Diane Albert
schoolannual

We have customers send items that belong to multiple accounts on one ticket.  We don't split them apart so that means we are missing metrics for these pieces and they may not all be solved simultaneously.

+1

January 25, 2013 12:05
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Damian Helme

we've just set up a trial of Zendesk and this happened on the first ticket a user created. 

+1 for finding a resolution, this is going to be a pain to try to get users to not reply to closed tickets with a new issue.

How about when a user replies to a closed ticket, put the ticket into a 'pending reopen' state which point the administrator can accept or split to a new ticket?

January 29, 2013 09:37
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Andrew J
BizStudio NZ

It would be interesting to see how many users are regularly having to create new tickets to address the problem of replies to either unrelated or old tickets. 

Jake earlier said, "... Splitting a Ticket is all very well, but then the End-User will invariably get confused about which Ticket to respond to if the conversation is still streaming in both Tickets (trust me, I've been there!).This would complicate things, perhaps more than simplifying things. In order to stop End-Users replying to old tickets, the aim should always be to Solve, and Close, Tickets as soon as possible."

Many of us are having to create new tickets anyway, we do not experience a lot of customer confusion, and some customers are going to be confused even with one ticket :-)

Also, closing a ticket does not stop customers from replying to them... then we get a followup ticket created for something totally unrelated, which is confusing for both the customer and the agent.

Would be good if Zendesk could weigh in with an updated opinion on this.  Is some split feature under consideration?

 

January 29, 2013 11:09
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Diane Albert
schoolannual

Our customers routinely chain onto a solved ticket and perpetuate the reopen cycle.

I love the "create followup" piece that automagically occurs when they respond to a closed tix, but we need something like that manually as well so that we can grab the non-related and send it in a different direction.

Usually it's a different agent who needs to deal with that response.

January 29, 2013 12:13
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Joel Walker
cwdriver

@Andrew J - concerning the comment:

"Jake earlier said, "... Splitting a Ticket is all very well, but then the End-User will invariably get confused about which Ticket to respond to if the conversation is still streaming in both Tickets (trust me, I've been there!)"

I will have to respectfully disagree with that notion as I have also been there with various ticketing systems. Zendesk already has the ticket merging function which gives Agents the ability to merge tickets (the inverse).  During that process, Agents are presented with the option as to whether or not to send an announcement to requestors for both tickets involved in the merge. That greatly eliminates any confusion as well as just providing effective, proactive communication to the customer.

Peeling off inappropriate replies that should have been submitted as new requests can be addressed in much the same fashion without any major disturbance. Simply build in an option to notifiy the customer that their comment has been (rightfully)  morphed into its own new ticket to better serve their needs.

As was stated earlier in this thread, also having the ability to remove the relationship between new tickets that were incorrectly opened using an appended ticket reference email address is also needed. You can simply build it into the configuration to determine if only admins can make those changes or if all agents can make the changes, etc. If you're dealing with the Enterprise version with the granular permissions on Agents, then you just add this as an option for every tier of Agents - "Can disjoin relational tickets"  yes or no.  

Zendesk uses the power of metrics as one of their main driving factors for the success of their tool. I would think that having accurate metrics would just be a given with that mindset in consideration. Without the functionality requested here, that simply isn't possible to achieve.  Please ask development to review this community feature request.

Regards,
Joel

January 29, 2013 14:32
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Andrew J
BizStudio NZ

Hello Joel,

Not sure if you missed my point (or maybe got it!)... I also was respectfully dis-agreeing with that comment.  I share your view that we would like this functionality and that confusion should be able to be minimised or handled suitably.

I was also asking for a review... "Would be good if Zendesk could weigh in with an updated opinion on this.  Is some split feature under consideration?"

 

January 29, 2013 14:52
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Joel Walker
cwdriver

Thanks for clarifying. I can see what you were saying now. I managed to misinterpret in my post-lunch coma.

Appreciate your bringing attention to this request!

Regards,
Joel

January 29, 2013 14:56
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Lyman Benton
visioninternet

Hi ZenDesk,

It has been good to see more input grow in this thread over the years, but it seems like a more official follow-up might be due (and possibly for some other more popular feature requests too).

Jennifer Kanagaratnam's last comment mentioned that the product team would need to be checked with, but we haven't heard back. Did that happen? I thought her suggestion for tag-trigger-closing tickets was clever! Though it didn't address tracking for separate concurrent tickets.

I know ZenDesk is devoted to solidifying the new Agent ticket dashboard, which leaves only so much time for individual feature requests, but I think Joel summed up the crux of this topic that keeps me coming back to it:
"Zendesk uses the power of metrics as one of their main driving factors for the success of their tool."

Having attended your Customer Service Heroes tour, I saw firsthand how data-driven ZenDesk is. But until I can make it reasonably easy for my agents to accurately split and count tickets, I am forced to consider my "number of tickets handled per agent" metric to be unusable from a business perspective.

January 29, 2013 16:51
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Thomas Osowski

It is trivial to break off a new ticket but I find having the event history useful for both support and customers.  With this, cloning the ticket would also help.

February 05, 2013 15:07
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Mark Cheshire
3scale

How many requests and persuasive reasons does it take to get some feedback if Zendesk will add this feature?

For 4 years customers have been requesting this patiently.  Given Zendesks huge growth over that period, it seems about time that some resources could be assigned to this.

+5

February 06, 2013 03:15
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Thomas Osowski

Being in SW development, I cannot blame them.   I feel they are transparent in their reasoning and very direct with setting expectations compared to most software I've used.  I appreciate an answer 'not anytime soon' rather than 'we'll add it to our roadmap'.

Honestly, this product may only satisfy 80-90% of my requirements for a support system, but the overall polish, reasonable stability, and low learning curve is enough to keep me using it.  While I would like this feature, I'm hoping they've got bigger features in the pipeline and taking these requests into the next major makeover.  

February 06, 2013 09:18
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Jake Holman
Product Manager

Hey everyone,

I'll cut straight to it: there's no immediate or short term plans to introduce this feature. At the moment we have a number of other features, enhancements and performance improvements we're focusing on as a higher priority - and of course some of those features include some of our most popular feature requests.

We monitor these forums all the time, so keep the use cases and suggestions coming in. If you'd like to +1 this, please do vote it up as this gains more visibility within the community than simply commenting "+1" :) 

February 06, 2013 09:35
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Maxime
Product Manager

Hi guys

I don't know if this helps, the Zendesk Professional Services team has developed a cool little app that should adress most of the use case of this thread, it basically allows you to create a new ticket from an existing one, and choosing a couple of options as you do it. Furthermore it allows you to really easily switch back and forth from the "child" ticket and the "parent" ticket. 

Here are a couple of screenshots 

FYI this is for new Zendesk only

Let me know if that adresses the feature request ! 

 

February 06, 2013 09:54
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Krissy
tetrisonline

@Maxime  i'd like to try it out, but  i can't seem to find it in the browse list.  also, what other apps do you have available?

February 06, 2013 10:43
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Lyman Benton
visioninternet

@Jake: Thanks for the response!

@Maxime: How/where do we find the app? That looks fantastic for my purposes.

February 06, 2013 11:31
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Mark Cheshire
3scale

@Jake: thanks for providing the clarity for where this request stands in the roadmap.  

@Maxime: you are an absolute hero!!!  I tried the app out.  It is very simple and exceedingly effective.  For me this is all I need.  Hopefully this will make it into the product as a feature one day.

Thanks guys :)

February 08, 2013 02:21
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Maxime
Product Manager

Thanks Mark :) Happy to help, I'll be making an announcement on this thread when we publicly release the second version on the Marketplace in the next couple of days, it will have a couple of improvements as well in there !

February 14, 2013 10:26
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Maxime
Product Manager

Hi guys

You'll find the App on the Zendesk App marketplace under the name "Linked Ticket App" (available in your settings) in your new Zendesk, please be careful not to miss the instructions tab as it's how you will learn how to deploy the app on your account in less than 1 minute (no really !) 

Enjoy !

Screenshot_19_02_13_19_46.png

February 19, 2013 13:06
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Glenn Benge

Hi All,

 

That app supplied from Maxime looks very useful, but it really misses the point of the "spawn" functionality described within this forum. We need the ability to create a new unrelated ticket from a comment that has been incorrectly added to an existing ticket. I also believe we need the option to MOVE the rogue comment to a pre-existing ticket..

 

The app suggested by Maxime does spawn a new ticket, but it creates a parent/child relationship between the original and new tickets - for that reason it's not suitable for the functionality requested within this forum.

 

Our company may still use the app for reasons more suited to parent/child tickets - but we need to migrate to the "new" Zendesk first :-)

February 21, 2013 12:19
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Christian Heiler
Expedia

I have to agree with Glenn,

while the child ticket functionality is good, it is not the intended use-case - also, the Apps bar is getting pretty full with all the Apps, a native functionality would be more desirable.

 

Christian

February 21, 2013 12:32
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Diane Albert
schoolannual

It's neat functionality, but doesn't quite hit what we need. 

I received an incoming ticket from a photographer who had work for 3 different customers.  I needed each of those to go to its own ticket but it's just too cumbersome to open a new one, copy all the information, etc.  I tried the Create Ticket app...but you can only open ONE child ticket.  I needed 3 tickets in this case.

I ended up not creating the tix so I didn't confuse the customer...and this also meant I couldn't fill in my custom "job number" field, because it was meant for ONE job number.

Our data is pretty crapped up at this point and our light agents hate to search it, so they just open a new ticket asking us to go find that information.

February 21, 2013 12:39
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Tristan Goguillot
lucca

+1 to create a new ticket from any comment.

May 17, 2013 08:18
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David Miller
mdxtechnology

I'm amazed that Zendesk is still missing this feature.

+1 from me too.

June 09, 2013 10:51
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Caleb

+1

June 17, 2013 13:36
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Alex

To the dev's.

Using Zendesk is so much better for tracking than email. HOWEVER, when you allow the user to create and answer tickets via email and they have more than one ticket open, users will tend to add information to wrong ticket or try to combine tickets. This just happened today. 2 tickets and they answered the first ticket on the second ticket. I would like a feature that allows us to move the comment to correct ticket.

The function of splitting tickets and moving comments should be a native function and it is one of the issues that turns my clients away when I am trying to sell Zendesk.

July 16, 2013 08:52
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Christian Heiler
Expedia

I fully agree with Alex, splitting a ticket should be a native functionality - it is common sense that clients always hit the reply button when possible - catering for that would make our use of Zendesk a lot more intuitive.

 

Christian

July 16, 2013 08:56
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Jeff Bennett
teradek

+1 this is a great idea, when customers continually bring up new unrelated topics, it currently adds to our resolve time and multi-touch tickets and our metrics do not demonstrate the amount of actual requests.  Furthermore if different agents are better at different aspects the ticket gets passed around and then only the latest agent receives the rating, this rating also could be based on the performance of a different agent.  This feature request would resolve those issues.

July 25, 2013 15:48
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Alex

Exactly Jeff and to summarize in simple words what Jeff and others are saying: It costs TIME=MONEY the first time it happens, then it costs TIME=MONEY=LOSS of CUSTOMER SUPPORT when trying to find the ticket that happens to have 2+ non related issues.

This scenario just happened again last week and it makes a small business like mine pause and wonder is it really worth the time to use Zendesk.

July 26, 2013 06:50
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Doug Bell

I have read through many of these comments and some reasons for adding the ability to create a new ticket from comments have been missed.

  1. Simply copying a comment and using it to create a new ticket can create confusion in searches. With the comment being in two places, one of them wrong, then the search results will have bad results that have to be filtered.
  2. Another thread discusses the request to be able to delete comments. If a ticket can be created from a comment with the comment being deleted from the original ticket, the agent could effectively delete the comment by creating a new ticket and deleting the new ticket. Zendesk customers have noted such reasons for deleting tickets as the ticket contains confidential information and mis-informed comments.

We have been evaluating Zendesk for all of two days and I have already had a customer reply to a ticket with a new topic before the first topic was even solved.

August 13, 2013 20:05