Why are new tickets being created in Open status?

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10 Comments

  • Tom

    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?

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  • Jessie Schutz

    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?

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  • Richard Patterson

    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).

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  • Jessie Schutz

    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?

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  • Ludovic Martin

    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… 

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  • Soumaya Hamouda

    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?

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  • Jessie Schutz

    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.

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  • Jake Gulick

    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?

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  • Nicole - Community Manager

    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."

     

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  • Jake Gulick

    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.

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