Creating a ticket on behalf of the requester Follow

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23 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 - Community Manager

    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 - Community Manager

    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 - Community Manager

    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
    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: 

  • Avatar
    Giovanni Laurelli

    @rebecca - how would I add these conditions to an automation?

    We're sending CSAT emails to end-users, 24 hours after their request. They can submit requests via ticket form or by email. I want to exclude any tickets that were created by agents.

  • Avatar
    Jessie - Community Manager

    Hey Giovanni!

    Automations aren't going to have the same conditions as Triggers, since they automatically run on an hourly schedule rather than firing when a ticket is updated with matching conditions. This means you won't be able to re-create the exact thing pictured above.

    I did a sanity check and was able to confirm that Automations don't have a Ticket: Creator condition either, so I think the only way to go here is going to be to set up a Trigger similar to what's pictured in Rebecca's comment, and have that add a tag to the ticket (ie: agent_created).

    Then you just have to add one additional condition to your existing CSAT Automation: Ticket: Tags > Contain none of the following > agent_created (or whatever tag you specify for this).

    Then, when your Automations run, they'll only run on tickets where that tag is NOT present.

  • Avatar
    Jessie - Community Manager

    Hey Scott! I am so, so sorry that this fell through the cracks!

     

    Your agents can view all of the tickets they've submitted by doing a quick search in Support. By typing in the operator Submitter:me the search will return all tickets that were submitted by that agent, regardless of requester.

    Apologies again! Let us know if you need anything else!

  • Avatar
    Steve Shutts (Admin)

    We create tickets for our customers in cases where we need to ask them questions about their order. Today I was told that they did not receive a notification for it. I tested with my test account and also did not receive a notification. Can someone advise as to where I may have a setup problem? I see from this thread, that it should be a default action by the system.

     

  • Avatar
    Charlotta Svedberg

    I have the same problem as Steve. The requester does not get a notification.

    We can add the customer in the copy field, but then the agent become to be the requester, and get a copy in his own mailbox each time he as a agent updates the ticket.

  • Avatar
    Nicole - Community Manager

    Hey Steve and Charlotta - 

    I've pinged a few folks to look into this and someone should be by to help out shortly. 

    In the meantime, I see that you're both new here - welcome to the Zendesk Community! I encourage you to head over to the Welcome Thread in The Lounge to introduce yourself.

    We look forward to seeing you around the Community. Happy Zendesking!

  • Avatar
    Stephen Fusco

    Hey Steve and Charlotta, 

    Steve, you're correct that this is a default function but it can be turned off and that is most likely what happened in this case. There is a default trigger called "Notify Requester of Received Request" -- this is the trigger that sends your customers an email whenever a ticket is created. This works both when they send in a ticket and when you create a ticket for them. If you disabled it because you did not want your customers being notified that you received their request it would also disable the trigger's other duty of notifying customers that you created a request for them. 

    You could either re-enable it or you can create a new trigger for this purpose. In case you deleted the trigger here are the original settings: 

     

    You can add a condition "Current user is (agent)" under Meet All the Following Conditions if you want this to only fire when you create a ticket for the customer. 

    This is likely what has happened in your case as well Charlotta. The only thing i'd make sure of is that you're reassigning the ticket correctly if your agent is getting the requester notifications. You can read up on how to change the requester here: Updating Ticket Requester

  • Avatar
    Hope Notz

    Hi! I was wondering if there is a way for a non-agent to submit a ticket on behalf of a customer? Here is the scenario. We have account managers within our organization who are not Zendesk agents. However, often times they need to submit requests for our customers. I need a way to allow them to submit tickets for a customer and those tickets come in with the requester being that customer/organization. Is this possible? 

  • Avatar
    Jessie - Community Manager

    Hi Hope! Welcome to the Community!

    Do you have an active Help Center? If your account managers aren't agents in Zendesk, they should be able to create a ticket on behalf of the customer using the Submit a Request form there. Depending on the plan you're on, you could even create a custom form specifically for the account managers to use if there's specific information they need to provide.

    Do you think that would work for you?

  • Avatar
    Hope Notz

    Hi Jessie!

    Yes! We have an active Help Center. So... On the form, you can have a field for "Requester"? I tried looking for that, but did not see it. How do they change the ticket to come in as the customer?

    They can currently submit tickets for a customer, but they cannot submit a ticket AS a customer. 

    Thoughts?

    Thanks!

  • Avatar
    Jessie - Community Manager

    Hey Hope!

    In the default ticket form it asks for the user's email address. This is what is used to determine the requester of the ticket. :)

  • Avatar
    Hope Notz

    Ah, smart! What is the name of that field? I can't seem to find an email field to add to the form? I do not see it on our default form.

  • Avatar
    Nicole - Community Manager

    Hey Hope - 

    The field doesn't show up in your form builder, because it's one you cannot change. It should show up on your form, unless you entered some fancy Javascript to hide it or something. 

    Refresh your browser and check it from an incognito window. If it still doesn't show up let us know and we'll see if we can figure out what's going on. 

  • Avatar
    David Eslava

    Hola,

     

    Si creo un ticket y pongo el solicitante por que no recibe el primer correo???

  • Avatar
    Lulu Rivas

    Hola David!

    Si usted esta creando un ticket en nombre de otra persona, el usuario deberá recibir el ticker. Si tiene un ticket de ejemplo sugiero enviarnos esta solicitud a support@zendesk.com para poder tratar su caso mas a detalle y verificar los eventos ocurridos en ese ticket. 

    Es la mejor opción para poder encontrar la mejor solución a su caso especifico, espero su ticket!

    Gracias!

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