Updating and solving tickets

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32 Comments

  • Aarón

    Is there a way to submit a ticket without modifying its status?

    We have some cases in which we don't want to change the status that a macro applies to a ticket after submitting it.

    Thanks!

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  • Colin Piper

    @Aarón, is there a way - yes. Is there an easy way? No.

    You could perhaps add triggers to detect a macro has been used and revert the status but that would mean several triggers. Alternatively you could write an app that monitors things and effectively overrides the status

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  • Adrian Stefan

    Is there a way to not have replies reopen the ticket after its status is marked as Solved?

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  • Colin Piper

    @Adrian, you could create a trigger that detected the change from Solved and change it back again perhaps notifying the current assignee at the same time

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  • Thanos Massias

    I noticed that, when the Status of a ticket is On-hold and the requester replies, the Status automatically changes back to Open (same as if it was Pending).

    This runs contrary to what I understand to be the purpose of On-hold: assignee is waiting for information or action from someone other than the requester (a third-party) and, based on that, will decide what the next Status will be (and manually set it).

    As it is now, if the requester replies, while the ticket is On-hold, we are automatically returned to a state were we are no longer waiting for that third-party (we don't see it in the Status, reminders set via Automations and actions set via Triggers based on that Status become useless).

    Changing the way On-hold works, may break some things (like the out-of-office lab app) but consistency of terms is important.

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  • Colin Piper
    Thanos, I totally understand what you are saying but the reality is that your customer has sent you an update, perhaps chasing you, and you need to be alerted to the fact. I would imagine that a large number of customers use the open status as a filter to show them which tickets need attention and this would be one. Personally I use custom statuses so I do not have this problem but leaving as on hold risks the customer's comment going unnoticed.
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  • Thanos Massias
    Colin, I understand. In my opinion On-hold (or rather 'waiting for a third-party') ought not be a Status but a separate flag, independent of the Status of the ticket. This takes care of cases like this: I am waiting for customer input (Status=Pending) at the same time I am also waiting for third-party input. One could implement this with a custom ticket field (maybe a checkbox) and Triggers/Automations to match. One could also go with something like https://www.cloudset.net/hc/en-us/articles/205119608-Custom-Status-App-Widget- but it would be an overkill in my case.
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  • Colin Piper
    Trust me, the Cloudset solution is not overkill, it is what I use :) You are right, you really need two levels of status and this is what I have implemented but again, you are right, it takes a lot of triggers etc to maintain and also makes it harder for people to create their own views etc and macros as they do not understand the workflow. However, I prefer this to missing a customer comment.
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  • Barbie

    Good Day!

    Is there a placeholder for attachment? 

    We have set a trigger that when an agent solved a ticket, requester will received a system generated email informing them that their request is already resolved. But sometimes, our agent is not just simply encoding the step by step procedure on how they do it but also put attachment for transparency purpose.  

    Thanks!

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  • Jessie Schutz

    Hi Barbie!

    There are a couple different placeholders you could work with for attachments. You can see them here: Zendesk Placeholder Reference - Comment Data.

    Hope that helps!

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  • Barbie

    Hi Jessie,

    Placeholder for attachment is now applied and it's now working.

    Thanks for the suggestion.

    -----

    For other concern, could you also help me on how can I export Closed/Solved/Pending tickets ONLY (Export as SCV)?

    Because currently, exporting file in Zendesk is applicable in all tickets status.

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  • Jessie Schutz

    Hi Barbie!

    If you want to select specific criteria for exporting tickets, you'll need to use our API. If that ends up being too advanced, you could do the full CSV export, convert it into a spreadsheet format, and then sort the data from there.

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  • D. J. TAYLOR

    Jessie:

    We've had the situation arise where someone that was CC'd on the ticket sent an email in response to a solved ticket, but the ticket wasn't reopened as it would have been if the requester had replied.  Is there a quick way to modify or create a trigger that would reopen those tickets when someone other than the requester responds?

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  • Jessie Schutz

    Hey Darron! Sorry for the delayed response here!

    I haven't had a chance to test it, but I think you should be able to add a condition that tests for a public comment on those tickets to get around that issue. I'd definitely recommend testing it first, though!

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  • Joel Hellman

    Darron, I don't believe it makes any difference whether the updater is a requester or CC. Instead, by default, tickets are not reopened when a private comment is added, but any public comment will always reopen the ticket (that part is hard coded). 

    So as Jessie said, if you want say agent-submitted comments via email, that are private, to reopen the ticket, you should add a trigger to make that happen.

     

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  • Asad Manzoor

    I would like for updates coming in from an external gmail account to automatically update open existing ticket rather then creating a new ticket.

    For example:

    User sends an email to itsd@thehub.co.uk (support Gmail address we have given out) which is automatically forwarded to zendesk to create a new ticket and an email response it sent to the user with ticket number (e.g..#2297).

    Now if a user puts their ticket number (#2297) in subject line and chases for an update days later via sending another email to itsd@thehub.co.uk how can we automatically update the existing ticket?

    Currently it creates a new ticket with a new reference and sends back to the user / Or we have to manually merge the tickets together.

     

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  • Nicole - Community Manager

    Hey Asad - I see you also posted this question in the Community forum and did get an answer over there. 

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  • Andrew

    Hi guys, 

    Random question: Is there a way to submit-to-pending in Zendesk but have it pop back to 'open' X days later?
     
    -Andrew
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  • Jessie Schutz

    Hey Andrew!

    You should be able to set up an Automation to do this for you! You can find that documentation here.

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  • Hannah Rowe

    Hi guys, if a new ticket created by an agent is immediately submitted as solved, will the end user still receive this? 

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  • Stephen Fusco

    Hey Hannah, 

    Thanks for your question! If you're using the default triggers then the response would not be sent to the end-user. The trigger that would send an email when a ticket is created is called "Notify Requester of Received Request" which has the condition "Status is not solved" 

     

    You can see the trigger makeup here:

     

     

    If it is important to you that those responses are sent even when the agent selects solves you can remove that condition to get it to send regardless of ticket status. 

    I hope that helps! Thanks again for your question 

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  • Bee Pugh

    Hi guys and gals!

    Is there a way for a ticket to show in the main agent window emboldened when it has been updated in any way? Similar to an unread email showing bold to alert you to the fact that there is unseen info in it.

    I feel it would provide a nice visual 'look! This ticket has been updated!' for some of our users who tend to gloss over the info in the Updated column.

    Thanks.

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  • Bee Pugh

    @ Stephen Fusco

    So does that mean every time I have followed up a call with a customer by creating a ticket for them, writing 'For your records, we discussed X issue and solved it with Y' and then marked it as Solved when sending, these emails were never received by the customer?

    Or have I misunderstood?

    Thanks.

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  • Andy Sun

    Hello, 

    I just had a couple of quick questions about moving tickets to 'Solve' and follow-up tickets to "Closed" 

    (1) By default, does Zendesk send an email notification to the requester when a ticket is set to 'Solve' or moved to 'Closed'? 

    (2) Is a follow-up ticket created when the requester replies to the email chain from the 'Closed' ticket? That what the FAQs seem to suggest but I wanted to confirm since it's never expanded upon. 

    Thank you. 

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  • Nicole - Community Manager

    Hi Andy -

    Triggers are what determine when a notification is sent to an end-user. The default triggers in your Zendesk Support account would not automatically send a notification when a ticket is moved into a solved or closed status unless that status change happened at the same time as a public comment.

    You can read more about the default triggers in this article: About the Support default triggers

    With regard to your second question, yes, a follow-up ticket would be created when the requester replies to the chain from a closed ticket.

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  • Kim

    Hi,

    I would like o ask if there is an effect on the report statistics or the ticket information if I submit a ticket as "Pending" or "Open" twice in a row let's say few minutes or hours in between?

     

    Sometimes, I have to update the Ticket Field for reporting purpose of a Pending ticket and submit it again as Pending. Also, will that give alerts to the requester/those in CC? The same questions goes for the Open and Solved Tickets.

     

    Thank you!

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  • Jason Schaeffer

    Hi Kim,

     

    I will address the second question first. This would very much depend on how your triggers are setup. Most triggers for things like Comment Update for example require in addition to the ticket being updated that there be a public comment, so if you move it from Open to Open but do not add a comment it would not send another update.

     

    Your first question would depend on the scope of the report, you can report on ticket status, and you can show how many times a ticket was put into the status, so hypothetically if that is what you are looking for that would count even if the status stayed the same after the ticket updated. Other than that it should not have any affect on reporting. 

     

     

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  • Juergen Wagenbach

    We have a globally acting team of support agents. If an agent needs help for himself by the top level agents at the headquarter, he raises a ticket which is assigned to the top expert group then. This means that the agent asking for help is the requester in this case.

    Everything works fine and like expected as long as the ticket is not set to status "Solved" by our expert team. If the requester (= agent of the other team) replies to the solved ticket by mail, the status does not go to "Open" anymore like in case of a ticket by an requester (who is just an end-user).

    Please let me describe a workflow which might make more clear what happens:

    1. A local support agent raises a new ticket by himself (as the requester) to  get help by the "Top expert" support group. The agent is the requester in this case like typically an end-user will be.
    2. The ticket is assigned to the "Top expert" support group at our headquearter.
    3. The "Top Expert" support group replies to the ticket and set the status to "Pending" because some information is missing.
    4. The local support agent replies to the mail again providing more information:
      -> The ticket goes into status "Open" again (like expected).
    5. The ticket is answered by the "Top Expert" support group again and set to the status "Solved" this time.
    6. The local support agent wants to provide some more information or has an additional question again. He replies to the ticket (which is in "Solved" state) by mail again.
    7. The information send by the local agent (as the original requester) is added to the ticket
      but the ticket's status does not(!) change to "Open" again (what would be expected).
      The ticket stays in the status "Solved", i.e. it is not visible by the "All unsolved ticket" view anymore.

    What is going wrong here?
    I would expect that in case of a reply to a ticket mail, the ticket status should be always changed to "Open" again independent if the ticket's requester was an end-user or an agent.

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  • Brett - Community Manager

    Hi Juergen,

    I can confirm that this is actually expected behavior since the system is designed to only set the ticket status back to open after an end-user replies to the ticket. You'll find more information in our Why does a ticket not get reopened when the requester (who is an agent) makes a reply to a Solved ticket? article which I've attached.

    However, you can create a trigger that will automatically re-open the ticket if an agent is the requester of that ticket. See sample trigger below:

    Could you test the above out to see if you get the results you're looking for? 

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  • Juergen Wagenbach

    Dear Brett

    Thanks for the quick reply, the link to the other article, and the possible workaround by a trigger. This is actually how I think that an efficient support should work ;-). Thanks.

    P.S.:
    I am wondering about the inborn rule that a ticket is not reopened in case of the current user is an agent. Based on your linked article it seems to be that I am not the only one fighting with this ;-).
    Anyway thanks for the concrete hint about the workaround by a trigger. I expect that this solves the problem. Otherwise I will leave a comment again.

    Kind regards
    Juergen

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