Ticket not saved: A change was made to this ticket as your update was being saved

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10 Comments

  • Matt Flowitt
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    I'm not certain as to how I'm supposed to determine what was updating at the same time as I was trying to update the ticket? Can you please provide more detail in terms of the resolution? This appears to happen most often when updating phone calls after completion. Could this relate to the addition of the call recording? This appears to be the only event between the ticket creation (when the call is accepted) and when the agent goes to update the ticket. 

    1
  • Nicole - Community Manager
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    Hey Matt - 

    Try going through the steps outlined in this document: 

    Viewing all events of a ticket

    Let us know if that does the trick or if you have additional questions. 

    0
  • Devan
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    Hello Au Finh Saechao,

    From what you've described, it sounds like an app (Chrome-based or through Zendesk) might be causing this issue. I would recommend starting by eliminating any apps working in the background and seeing if this issue persists.

    Best regards. 

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  • Spencer Kovacevich
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    Currently having this problem with an agent on my account. We have made no changes to ZD, it just randomly started happening. Confused on the two steps to resolve:

    If you continually experience this issue, wait 10 seconds before submitting your update again. If you continually experience this issue: 

    1. Check your ticket events log to see what updated the ticket at the same time as the agent.
    2. Disable the app or business rule responsible for this entry.
     
    The error message is specifically telling us that the ticket is NOT saved, so when I look into the events of the ticket, there is nothing there to determine what is causing the issue. How can we address this if the two steps do not appear to apply to solving this issue? 
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  • Jessie Schutz
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    Hey Matt! Sorry for the confusion!

    When you look at the events on your ticket, each update has a time stamp. You should be able to use that to identify the update that was made to the ticket at the same time that you submitted your own update.

    Let us know if you need more help!

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  • Au Finh Saechao
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    Spencer Kovacevich Brett - Community Manager we have a client that's also experiencing a similar issue in their Zendesk account. They have made no changes to their business rules/settings, and about 10-20% of their tickets are not saving due to a conflict.

    Are there latency issues for some accounts that may be causing the conflicts?

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  • Devan
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    Hello Christopher Snyder,

    Sorry to hear you ran into this error that resulted in your whole e-mail being lost. Sadly yes, you will need to rewrite the e-mail draft you were working on if that wasn't something you had saved somewhere else.

    Best regards. 

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  • Brett - Community Manager
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    Hey Spencer,

    Does this issue only occur for one agent on the account? Can you have them test from a private browser window to see if there are any browser extensions causing this issue?

    Let me know!

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  • Matt Flowitt
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    Hi Nicole, yes, I have already reviewed said article. Unfortunately, it doesn't really address my question. How would I understand what is updating at the same time as I am as the article suggests? It tells me to look for what was updating at the same time as the solution but neither this nor the other article as far as I can tell addresses how I'd know what was updating at the same time.

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  • Christopher Snyder
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    So when this happens, the email disappears? I had this happen with a very lengthy, detailed email to a client and now I can not find the email. Did it send? (nothing in resolved ticket) Is it saved somewhere? Do i need to retype the entire email again?????

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