Can a ticket have multiple assignees at one time?

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32 Comments

  • Gary Tam

    This is not a good solution because a ticket can have many permutations of different technicians working on a ticket.  For a company with 20 techs, it is not a reasonable solution to create an agent group every time multiple different techs work on a ticket.  

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  • Jessie Schutz
    Zendesk team member

    Hey Gary,

    Is there a reason that you can't just have one group with all your techs in it and assign your tickets to that group? This would be the easiest way to handle your use case as I understand it.

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  • Susan Maher

    There are different reasons why we may need more than a person responsible for the ticket.  For example if the ticket gets worked by Customer Care and Development.  In this case we need an Owner (always in Customer Care) and an assignee (person actually working on the ticket). 

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  • Rox

    It would be great if this can be possible.  There are times when we have a request that involves multiple tasks, but can only be action by more than one individuals based on their skills.

    For example:

    A request (e.g. - add new library database) comes in that requires the following to be action:

    • One person to add a new database on proxy server
    • One person to publish the new databases on the library website
    • Once the above tasks have been completed and tested, one person to send out the communication to the community and organisation about the new database

    The above involves at least 3 different people working on the one request.

    At the moment, we are using the split ticket options and as per the above, we had to split at least twice (3 tickets in total) to complete the one request.  The reason for this is capture the time spent on tickets per assignee for management statistics purposes. The only way to do this is to split the ticket and assign it to each individual.  The cons about this splitting method is there might be some importation information that are on the child ticket that other assignees may not be aware of.

    If someone could provide some feedback or tips on how to better handle our process, it would be greatly appreciated.  If it helps, we are currently on the Team edition.

    Thanks!

     

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  • Jessie Schutz
    Zendesk team member

    Hi Susan!

    Can you tell me the difference between the ticket owner and the person actually working on the ticket? Why do you need to make that distinction?

    I ask because I'm hoping to understand your use case a little bit better. :)

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  • Jessie Schutz
    Zendesk team member

    Hi Rox!

    Is there a reason why you can't have an agent re-assign the ticket to the next team once they've completed their task?

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  • Jonathan March
    Community Moderator

    We have a custom dropdown field for secondary attention by a single other agent. You could alternatively make this a multi-select field. It takes some extra triggers to have them notified when desired, and you won't get the Insights reporting that you might want, but at least it keeps the record clear and the notifications in order.

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  • Rox

    Hi Jessie,

    All agents in Zendesk are basically the same team but without different skillsets.

    The main reason is that we need to be able to record statistics for each agent.  If we re-assign the ticket to another agent, then the previous agents who have done work on it will not receive the credit.  Ideally, we would like to be able to record all work managed by agents.  My preference is not to use the split ticket option, but to be able to re-assign the one ticket to other agents, but to be able to have my work recorded in the system to be able to report to management. Unfortunately, this is not the case at the moment.

    Thanks,

    Rox

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  • Rox

    Hi Jonathan,

    Appreciate your feedback.  Unfortunately, like I mentioned in my last comment, all work needs to be tracked on Zendesk.  This is to allow management to know if our team require more resources to assist us or to ensure future workloads are considered carefully without overloading all agents.

    Thanks,

    Rox

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  • Jessie Schutz
    Zendesk team member

    Hey Rox!

    When you say "receive credit", what does that mean in your organization? For example, are you tracking productivity by number of ticket solves per agent? Do you need to be able to see how many tickets each agent as completed their specific tasks for?

    There's no way to have multiple assignees on a ticket, so we're going to need to get creative with how you track and quantify this. Any information you can provide about your expectations for your agents and how you quantify (or want to quantify) their performance will be very helpful!

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  • Jonathan March
    Community Moderator

    Hello Rox,

    If you use the API to track audit events, then you can track each agent's contribution (including time tracker if you use this). We have not yet done this systematically, but have done it in an ad-hoc way so I know it works.

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  • Hillary Latham
    Community Moderator

    At our site, it would be great to have an owner field because the customer support team is the main contact for the ticket and the customer and when it get reassigned to another group, it's difficult to create a view to remember to follow up on that ticket if there has been no response to the customer in a while.  Since the ticket is assigned to someone else, it falls out of my view.  If there was an owner column (or multiple people could be assigned to the ticket), then the view could help me track where all the tickets I need to stay on top of for my customer.

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  • Andrew J
    Community Moderator

    For tracking agent activity as mentioned by Rox; BizStudio (that's us) have an app coming out soon that will tag tickets that an agent works on.  This will allow creation of views, searches and insights reports based on ALL tickets an agent works on.  It includes the ability to configure what type of update counts for each agent. 

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  • Susan Maher

    The way we work is by having an Owner and and Assignee.

    Owner

    This is the agent (always in customer care) that will communicate with the customer.  This agent is responsible to ensure that we meet SLAs, that the customer is kept informed and to eventually provide the resolution to the customer.

    Assignee

    The Assignee is the agent currently working on the problem.  When the assignee is different than the owner, most of the time this person is in a different department: development, product distribution, services, etc. 

    The ticket may be Assigned in Development for a while.  In the meantime, the Owner needs to keep track and communicate with the customer periodically.  

    When the ticket returns to Customer Care it needs to return to the owner for closure.  I hope this helps explain our process

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  • Douglas Hovey

    The model of one request having one task is too simple for many workflows in larger organizations. I use the term "request" to be the contact from our customer. All that a customer typically cares about is where their request is at (the status such as open, back-ordered, shipped, delivered) and how long will it take before I get what I want (often measured with a service level agreement or SLA). 

    A request may have multiple items in it. Think of going to Amazon and ordering 5 different products. Your order has 5 items that need their own provisioning (because maybe 4 of them are in, but one needs to be back-ordered. You wouldn't hold up the other 4 because of the one that is not in, right? 

    An item may have multiple tasks needing to be completed in order to deliver it. For example, someone may have to pick the item from the warehouse, and someone else may have to package and label it for delivery, and finally, someone has to deliver it. If an item needs to be ordered, then someone may have to do that (a conditional task). Each of these different tasks may have an operating level agreement, or an OLA, that helps make sure there are no delays in meeting the overall SLA on the request. If there are delays to the SLA, individual OLAs can help identify where the bottlenecks are so that continuous improvement work can focus on those areas.

    Also, having an owner is a great idea. These are your people who a) can hunt down a bottleneck before it breaches an SLA and b) communicate well with the customer and preserve the relationship in situations where there may be dissatisfaction. Think of it this way: often times your "worker bees" don't know that the overall SLA is at risk. Also, they are not always the best "people" persons to communicate with your customers. Do you think Ford Motor Company would transfer a customer to the line worker to find out why their truck is taking longer than normal? Let the line do their jobs and handle customers with people trained in customer service.

    In a small company, a system built on just one request being pushed around could be done with Zendesk. However, Zendesk has an opportunity to expand their model to meet more of the needs of larger companies.

    1
  • Andrew J
    Community Moderator

    @douglas, there are a few apps that provide functionality for that. Linked ticket app allows one linked ticket, assign it to however. Another app allows for creating a batch of linked tickets. And on the paid app front, the if a change management/workflow app (starts free) that will provide lots options.

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  • Dominik Fohrmann

    Hello everyone,

    I hope this is the appropriate thread for my issue. 

    When a group is assigned to a ticket, it is still shown and treated as unassigned. The latter is important for a few triggers and automations we use. 

    How can we change that tickets assigned to groups show as unassigned? 

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  • Andrew J
    Community Moderator

    Hello Dominik, there is no way to make assigning to a group act as assigned to an agent.
    Can you modify your triggers and automations to handle this?

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  • We're thinking through this very issue at the moment, and I particularly like Susan Maher's method of having an Owner and Assignee.  I wondered if people had taken this approach any further, and would be interested to hear if anyone had any other experiences to share.

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  • Hillary Latham
    Community Moderator

    We did end up adding some custom fields for owners.  We have one for the main Customer Support team who first answers all customer tickets and we have another one for tickets that need engineering help.  

    Our main reason is that the customer support team is always responsible for the ticket and needs to see all updates from the customer, even if the ticket is not assigned to them.  Now that we have a separate field, agents can create view for tickets they own and always be aware of updates.  I can also now have a custom trigger that says "a ticket you own has an update" to help distinguish between other updates when the agent is assigned the ticket.

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  • Susan Maher

    To expand on my previous entry we have defined two custom fields: Owner and Owner Group.  We have also defined triggers that will automatically set the Owner and Owner group according to certain criteria as follows:

    1. When the ticket first comes in, the customer will indicate which product they are calling for.  Based on the product code we have a trigger that will set the Owner Group.  

    2.  When the ticket gets "Taken" by an agent for the first time, we have a trigger that will place that agent in the Owner field.  At that moment both the Agent and the Owner are the same.  

    The Owner group will remain the same through the life of the ticket.  The Owner should remain the same for the most part.  If it needs to change for some reason, then tat is a manual process.  

    The problem with this is the amount of triggers required to do it, maintenance associated with both fields, specially owner as staff turns over and lack of intelligence of the custom fields.  I cannot compare a custom field to current user or say custom field = current user, etc.  

    Of course, this concept could be expanded to other needs.  

     

     

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  • Grateful to you both, Hillary and Susan.

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  • Francois S

    Still no solution for the ownership issue ? 

    This is basic Service Desk delivery, should be standard in zendesk. 

    All the Service management frameworks explains it well to say that ownership has to stay at the spoc side. 

     

    Thanks for the other members with the same issue for their tips & tricks. 

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  • Mina Lewis

    I have read the comments above and I'd like to highlight the crucial part of having multiple assignees at a time.

    Let's assume we want to solve a complaint within an SLA of 48 hours. This zendesk ticket is created when customer highlighted his issue. Let's assume we have to take the feedback from 5 departments simultaneously, we need Warehouse to update the ticket with their feedback, while we need logistics team as well update the ticket with their feedback, yet we need Risk Team profiling or records, at the same time we need to investigate with a seller for his feedback. Having 1 assignee it means the ticket will be pending for 10 days if every group department needs to share their feedback within 48 hours. And we can't open 5 tickets to get the feedback separately from each department. The only way here is to add them all in 1 email which is not productive especially if you are having a huge load of zendesk tickets. It would be a great idea if zendesk had assignee #1 assignee #2 assignee #3 etc and every assignee after they share their own part they can route their dedicated part to a fixed team. This way the 3 departments and groups can have a view of the ticket and their respective owners can share their feedback within 48 hours maximum instead of 1 assignee and ticket keeps getting bounced among 5 departments to share their feedback on 1 case.

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  • Diane Weir

    Just want to add my support for both owners and multiple assignees.

    The lack of owner or a "sticky assignee" is a big problem as others have stated we need to manage multiple threads to get issues solved.

    Customers don't necessarily want to deal with / hear from multiple support reps. This flow of shifting owners as the task moves on invariably leads to tickets to getting unassigned or mis-assigned and confusion in the ticket thread.

     

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  • Devan - Community Manager
    Zendesk Community Team

     

    Hello Diane Weir & Mina Lewis,

    I understand this product limitation can be somewhat lackluster, especially from a production standpoint. I would recommend posting your use case in our product feedback forum so our developers can consider it for future updates. 

    Best regards. 

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  • Diane Weir

    How is it possible to filter the product feedback forum so that I can search to see if either of these issues have already been raised?

    Referencing the pinned Product Feedback Guidelines  on the link you provided, there is no Support - Product Feedback filter as shown in the Search section of the article. 

    So, I've put this entry re: Ticket Owner in the Support Feedback page you referenced.

    Would appreciate some upvotes:

    https://support.zendesk.com/hc/en-us/community/posts/360048662073-Ticket-Owner-should-be-standard-field

     

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  • Alan Ford

    This is becoming a real issue for us too. Groups are not a solution, since the assignees could be any combination of our ~40 agents.

    The primary problem is of timezones. The product specialist may be in Eastern, but the agent and customer may be in Australia. We need the ticket to be in both agents' lists so they can monitor and feedback.

    This would seem like a really core feature request and I'm disappointed to see this thread going back many years.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Alan Ford,

    I understand this feature lacking in Support, causing a less than ideal experience, can be problematic. I'm going to share this with our product team, but in the interim, I would recommend sharing your use case in the following product feedback post

    Best regards. 

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  • Francois S

    I can only say that what is said above is correct.

    Should be standard Zendesk, clearly lack of Service Management knowledge of the Zendesk Team. 


    Having to deal with "self made" triggers isn't a solution.
    Since the triggers are limited, it would be a very quick win, if we can have 

     

    Assignee changed from - to "..."

    And having the possibility to have a custom field "Owner" (dropdown) : Current User, Assignee, Agent Names. 

    This would made it possible to made triggers.

    Currently the self made triggers is a trigger per agent, and each time a new agent starts into the company we have to create it manually... 

     

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