Creating a ticket on behalf of the requester

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37 Comments

  • Jessie Schutz
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    Hi Blake!

    You can totally do that with a Trigger. Just make sure that you've adjusted the conditions on both Triggers so that they don't both fire on new tickets.

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  • Noel S.
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    Hi! 

    Is there any way to see tickets I've created and sent after the fact? When you send a new ticket, it instantly disappears.

    Because we have to communicate back & forth on a daily basis with another help center using Freshdesk, this presents some challenges, as the two platforms aren't always compatible. Often we find our first attempt to send a ticket didn't go through, so we have to write the entire thing out a second time and try again. 

    If I could find my sent tickets somewhere and simply add another reply to get that ticket sent again, it would be very beneficial! 

     

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  • Hope Notz
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    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? 

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  • TimothyMichaelKelly
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    I'd like a different email subject for tickets that I have created on behalf of someone else.

    Currently when I created a new ticket for someone else the Subject of the email that goes out is from the "Notify requester of received request" Trigger, "[Request received] {{ticket.title}}"

    Is there a way to remove  "REQUEST RECEIVED " in subject line? Thanks, Timothy

     

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  • Jessie Schutz
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    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.

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  • Giovanni Laurelli
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    @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.

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  • Rebecca
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    Hi Patrick!

    The following trigger would only fire on agent created tickets: 

    -1

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