Why are new tickets being created in Open status?

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37 Comments

  • Brett - Community Manager
    Zendesk Community Team

    Hey Yair,

    Thanks for the additional information. I don't believe anything has changed in the past 3 months so I appreciate you sharing your experience here. When altering code, it's a lot easier said than done, unfortunately. There are a lot of moving pieces and changing even a single line of code can have repercussions throughout the product.

    I'm happy to pass this feedback to our product managers so thanks again!

    -1
  • Yair

    Hi Brett,

    I understand the difficulty of altering code, I'll just point out this thread started 2 years ago.

     

    1
  • Emma Tett

    Yep, this is still a frustration for us, but I guess it's only an issue only for organisations that only pay for one account 

    1
  • Jeremy

    Thanks Yair/Brett for clarifying.

    I'll leave it at that for now.

    Thanks

    0
  • Jean-Baptiste Hennion

    Hello,

     

    I agree. 

    I need to make a trigger ever since a New ticket is created in order to call an API each time.

    However what can take me one line to make, took me a lot of time to find a roundabout way.

    I'll be very interested if you come up with a simple solution.

    JB

    0
  • Abed Islam

    Really wish we had the option to keep new tickets as new. Sometimes I need to assign tickets to individuals and their training to prioritize based on SLA includes if the ticket is new. Just assigning a ticket shouldn't mean the ticket is touched, i just brought it down the support funnel. But doing so marks it as Open and we can't really distinguish Open tickets that have had no response to customer between Open tickets that have responses to customer.

    1
  • Joey Cumley

    This comes across as either a ridiculous mistake and oversight, or a cash grab by Zendesk to get people to purchase more accounts.  I do not in any way understand the logic that if you're the only employee and a ticket is assigned to you that you therefor don't care if it's "new" or "open".  Zendesk absolutely knows and would understand that people prioritise their workflow based on the type of ticket that it is (new or open), and that companies in return heavily rely on metrics like "first response time" within customer service to gauge success and ultimately helping to determine WHEN they need more customer service employees on the team.  This seems like a blatant attempt for them to force small companies into adding a second agent in order to have basic, necessary functionality.  Anyone that has worked in CS understands how this would be important so the idea that it was an oversight seems unlikely. 

    0

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