Creating a ticket on behalf of the requester Follow

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9 comments

  • Avatar
    Lisandro

    I've created a ticket on behalf of my client, but {{ticket.comments_formatted}} shows my name and not the requester's name.

    The thing is this: we are moving all our support emails to Zendesk through support@mycompany.... But still some clients write us to contact@mycompany.... So, in those cases, we copy the text received (the text written by the client), and we create a ticket on behalf of that client.

    But then {{ticket.comments_formatted}} shows my name as the author of the comment. Is there a way to avoid that?

  • Avatar
    Jessie Schutz

    Hi Lisandro!

    I think the easiest thing to do would be to add contact@yourcompany.com as a support address in your Zendesk so that emails received there are automatically created as tickets.

    You can then create a custom "Notify requester of received request" trigger for tickets received via that address to inform customers that they need to submit future requests to your other support address.

    Do you think that would work for you?

  • Avatar
    Nicholson Valderrama

    We also have been trying to improve the workflow for ticket creation.

    We want to be able to get the ticket ID so that it can be provided to the customer while on the phone. Then when we submit the ticket, the email that they receive will have the ticket id and the ticket link in the body of that email.

    We want the ability to do all of that when creating a ticket on behalf of the customer. Is this possible...? 

  • Avatar
    Jessie Schutz

    Hi Nicholson!

    If you're using Zendesk Voice, the ticket that is opened when the call is accepted will already have a ticket number assigned to it, so you can give that out at any time. 

    If you're using another voice service and manually creating a ticket when the call comes in, you will need to submit the ticket before a ticket ID will be assigned.

    In order for that information to be sent out when the ticket is submitted, you just need to make sure that the appropriate placeholders are present in your notification triggers.

    Please let me know if you have any further questions on this!

  • Avatar
    Tereza Navarová

    Sometimes, we need to reach out to our users first - we do this when addressing negative reviews from Google Play that cannot be solved in the character limit of the reply from the developer. We do this by opening a new ticket on behalf of the user.

    I just found out yesterday that when we do this, the user gets an email with the subject "Welcome to Sygic support" with the link to their new ticket. However, I suspect most of our users never notice the link, or do not understand the email at all.

    Is there a way to stop sending them these welcome emails, and send them the ticket itself, its text included?

    Thanks!

  • Avatar
    Jessie Schutz

    Hi Tereza!

    You should be able to take care of this by going into your Admin menu, scrolling down to the Settings section, and clicking on Customers. Scroll down to the Account emails section, and uncheck the box next to Also send a welcome email when a new user is created by an agent or administrator.

    When this function is disabled, welcome emails will not be sent out when a user is created by an Agent or Administrator, and should take care of your issue.

    In order to send the content of the ticket to the end-user, you'll want to make sure that your "Notify request of received request" trigger is set up to fire when the ticket is created internally. Alternatively, you can create a new trigger specifically for this purpose.

    Please let me know if you have any other questions!

  • Avatar
    Scott M

    Hi,

    Is there a way for an agent to find all of the tickets they've created on behalf of others? 

    Thanks.

  • Avatar
    Patrick Breitenbach (Edited )

    How would I set up a trigger that only runs on agent-created tickets?

  • Avatar
    Rebecca

    Hi Patrick!

    The following trigger would only fire on agent created tickets: 

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