Updating and solving tickets

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25 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 - Community Manager

    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 - Community Manager

    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 - Community Manager

    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 - Community Manager

    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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