Update to tickets in Support: addition of "from Help Center" and "from Zendesk Support"

Have more questions? Submit a request

12 Comments

  • Dan Ross

    Hi Kristen,

     

    Is this data also set in the Channel data on the ticket when the ticket is made?

     

    Thanks!

     

    2
  • Marty Whitby

    Hi Kristen,

    This is a good enhancement.

    I'd also like to understand if the channel information is being updated with these new options. If so, does this mean that we have to update our triggers and reports that use the Web form channel as a condition?

    Is the "From Zendesk Support" option added if an agent creates a ticket on behalf of the customer?

    Thanks.

    1
  • Kiritan Stewart

    Any plan to indicate this in the trigger options for Channel and Update Via? 

    1
  • Kristen Mirenda

    Hi @marty -- this shouldn't affect any channel information in workflow or reporting. We're simply surfacing information that was already there. "from Zendesk Support" does mean the ticket was created in the agent interface.

    @kiritan -- we're not updating trigger options at this time, but haven't ruled it out.

    @roland -- it shouldn't have anything impact on that, please do open a ticket with our Advocates so they can troubleshoot for you!

    1
  • Roland Monsegu CW

    I just figured out my issue 2min ago, there was an issue with an internal trigger setting. sorry to have bothered you. case closed

    0
  • Joel Hellman

    I have created tickets today from the agent interface, and through Guide's help center ticket forms (via Chrome incognito and another mobile device). But all resulting tickets show from Zendesk Support in the Support interface. Is this change rolled out for all customers?

    It would be very welcome if we could identify tickets creation and updates originating via the Support interface vs "externally created/updated" ones (such as web form submissions), for workflow and reporting purposes.

    We always found it impractical that there were no surefire way to make this distinction. You can put some (fairly complicated/technical) triggers in place and get it mostly right, but there are still edge cases we cannot catch, so today we use a custom app to tag the tickets that agents have created through Support. This is just one of these everyday things that complicates administration and that I wish would be easier out of the box.

    1
  • Kristen Mirenda

    Hi @joel -- I'll ask the team to take a look to make sure this is working properly. It should be rolled out to all customers.

    Thank you for elaborating on how you might like to use this information in workflow -- while we don't have a concrete plan to do so right now (our update was solving for agent experience) it is a good idea and we'll see if we can get to work on it at some point!

      

    0
  • Ingrid Dabou

    Hi,

    The information "from Help Center" or "from Zendesk Support" is not displayed in our newly created tickets.

    It persists to display "via Zendesk Support".

    0
  • Kristen Mirenda

    Hi @ingrid! "Via" may appear instead of "from" as a result of language translation.

    0
  • Kristen Mirenda

    Quick update -- we've been able to replicate the issue where sometimes tickets coming from Help Center are being shown as Zendesk Support. We're looking into it!

    0
  • Andrew Checkley

    Will this update into insights? i.e. will channel now separate the those raised by web? its always bothered me that you have no method to report on what has been received by the end user and what has been raised by agent.

    (I have implemented a work around through triggers and custom fields but would like to know if i can remove this.)

    1
  • Kristen Mirenda

    HI @Andrew -- we're not immediately reflecting this in reporting, but once we've ironed out the issue mentioned above, we will take it under consideration!

    0

Please sign in to leave a comment.

Powered by Zendesk