Why are new tickets being created in Open status?

Have more questions? Submit a request

21 Comments

  • Tom
    Comment actions Permalink

    The problem is, now when a user replies, I cannot differentiate between the new Tickets and the replies I'm getting. 

     

    I prioritize the replies first then only handle the new tickets. Am I missing something here?

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Tom!

    This is kind of tricky...the only thing that's springing to mind is using a Trigger to identify when the updater on the ticket is an end-user, and applying a tag to the ticket. Then you can create a View to separate out the user responses from the new tickets.

    Do you think that would work?

    0
  • Richard Patterson
    Comment actions Permalink

    Good morning Zendesk -

    We're running into a situation where the ticket is created as "New" - however if one of our customers replies back via their account portal before one of our agents replies, the ticket is being moved to "Open" status.

     

    This causes a pretty significant pain point for us because we can no longer differentiate a truly "New" ticket (by new, we mean one that has not been replied to by one of our agents).

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Richard!

    Is this something that happens to you frequently?

    There isn't a way to move a ticket back to New status after it's been moved out of that status, so there isn't anything we'll be able to do for you there...that's intended behavior in the system.

    I think we might be able to sort this out by creating a custom View for your agents to work out of, but I'll need some information about your workflow first. Where do your agents find unassigned tickets that need to be worked?

    0
  • Ludovic Martin
    Comment actions Permalink

    Hi,

    I found one nice solution to fix that problem :

    • I use Zendesk emails addresses and I route the Outlook inboxes of my agents to these addresses
    • I don't make a trigger to assign the incoming messages to the agents
    • Instead, I use LovelyViews plugin, and I create a view built on the following trigger : status = NEW and integration_account = ZEndesk email address

    The result for my agents is pretty nice : they get a kind of Inbox, with the new messages with "NEW" status… 

    0
  • Soumaya Hamouda
    Comment actions Permalink

    Hi,

    we have few group with only one agent, when a ticket is assigned to these group, it's directly assign to the agent and the status change from New to Open because of the inborn rules on zendesk. How can we make the difference from the new ticket an open ticket in this case, because we have a view for new ticket, open ticket... and all new ticket go to the open ticket's views. I need to have these ticket on the view " New ticket"

    How can I do this?

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Soumaya!

    As you mentioned, the inborn rules in Zendesk cause the ticket to be auto-assigned when there's only one agent in a group. You should be able to edit your view to include both new and open tickets. Another solution would be to add second agent to the groups that only have one.

    0
  • Jake Gulick
    Comment actions Permalink

    Why is the auto change to Open an inborn rule? Can someone tell me what the purpose of it is? As many have said - say we have one agent that is in a group - they need to know which is a new ticket and which is open. And right now you do not allow this - I am trying to figure out what this inborn rule reason is for?

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Jake,

    The idea is that a "new" ticket is one that has not had any action taken on it. Assigning the ticket means that an action has been taken on the ticket, even if that action is automated.

    In order to help your agent see which tickets are new, that person could use the "group by" option in Views and set it to show "latest update by assignee."

     

    0
  • Jake Gulick
    Comment actions Permalink

    Thanks Nicole - feels like this should be an option for us and how our workflow is? The ticket has not been had a human interacted with it and we would like those to remain as new. I saw another thread somewhere people asking for the same thing.

    0
  • Emma Tett
    Comment actions Permalink

    All of a sudden none of my tickets are registering as new. They are all open. I've never created a rule to assign a ticket, therefore none of my 'new' tickets are being 'opened'.

    I really need a new ticket view. How can I do this? 

    There is only one user for this zendesk account. Is it because as being the only user, all tickets are being assigned to me by default? 

     

     

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Emma,

    You're exactly right and since you're the only agent on the account, tickets are automatically being assigned to you. Once a ticket is assigned to an agent the status will automatically be set to Open.

    This is a hard-coded rule that cannot be altered, unfortunately. However, you can create a view to show all open tickets using the Status>is>Open condition.

    Let me know if you have additional questions as I'd be happy to assist further :)

    0
  • Emma Tett
    Comment actions Permalink

    Hey Brett,

    Thanks for the response. If I create a view using Status>is>Open then all my open tickets will be included, right? 

    I want to see ticketed that I haven't responded to yet - how can I do that? 

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Emma,

    That may be a little trickier to set up. Your best option would be to create a trigger that tags a ticket once you have replied to it. Sample trigger below:

    You can then create a separate view that will only show tickets with Status>is>Open and Tags>contains none of the following>agent_replied.

    Let me know if you run into any issues or need more guidance on how to set this up.

    Cheers!

    0
  • Emma Tett
    Comment actions Permalink

    Hey Brett, 

    I don't think this solves the issue. The trigger you suggested includes status changed to pending.I'm not sure I follow this? My tickets are brand new, no one has responded, I don't want them to be pending as that will confuse me (make them appear answers) and confuse the users. 

    I just want a brand new ticket to display in a view. Is there a better way to do this?

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Emma,

    The trigger I mentioned in my previous response would only fire once you yourself set the ticket to pending and submitted a response to the customer. The purpose of this trigger is to just apply an agent_replied tag to your ticket so they no longer show up in your view that's configured to show ONLY tickets that do not contain that tag. 

    So tickets will not show up as pending unless you set them to pending.

    Let me know if that doesn't make sense!

    0
  • Owen
    Comment actions Permalink

    Hello,

    Just to add to the discussion.

    "Once a ticket is assigned to an agent the status will automatically be set to Open. This is a hard-coded rule that cannot be altered, unfortunately."

    I think Zendesk is overlooking the amount 1 person/agent teams for which all tickets are assigned. Tickets will only ever be assigned to me, therefore, I would like a clear distinction between "New" tickets assigned to me vs. tickets that are older or that I've already responded to.

    I use the grouping/sorting options as a workaround, but it would be nice to take advantage of 3 status types.

    Furthermore, I find the naming convention to be a bit weird here--an unassigned ticket is considered "New?" Again, I'm coming at this from a one-man operation perspective; I totally understand multi-agent teams needing to manually assign tickets when they come in.

    Thanks for reading :)

    2
  • Brett - Community Manager
    Comment actions Permalink

    Appreciate you taking the time to share this with us Owen :)

    I'll be sure to pass your feedback along to the appropriate team.

    Cheers!

    0
  • Emma Tett
    Comment actions Permalink

    I completely agree with Owen. Not being able to have 'new' tickets is a real issue and I don't want to set up complicated rules in case something goes wrong. 

    1
  • Yair
    Comment actions Permalink

    I'd like to echo what's been said here by Owen and Emma and others - automatically changing the ticket status from new to open is a problem and a nuisance.

    It's obviously a bug, because when there is more than one agent on an account, auto-assigning an agent does not change the status. So if I may make a suggestion: instead of offering cumbersome work-arounds, perhaps you could just fix the problem and remove this inborn ticket rule.

    1
  • Matteo
    Comment actions Permalink

    Hello Yair,

    Thanks for the feedback, it's definitely a valid point.

    May I ask you to post it in the Product Feedback section as well (if you haven't done that already) ?

    Thanks!

    0

Please sign in to leave a comment.

Powered by Zendesk