Installing and using the Cancel Ticket Submit app

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12 Comments

  • Scott Franke

    We recently upgraded to the latest version of this app (from the v1 Oops app).

    I am hoping someone can clarify the expected behavior of the Premium plan. I've configured our app to allow automatic ticket submission after timeout. This works fine for comments and attachments but the behavior is different for recipients. If an attachment is not confirmed (aka the checkbox checked) before the timeout, it is still saved with the ticket. If a recipient is not confirmed before the timeout, the recipient is dropped but the rest of the updates save.

    Is this expected? If so, why the inconsistency?

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  • Tiffany Green
    Zendesk Team Member

    Hi Scott -

    Thanks for reaching out. That is expected behavior. It's related to how each of those items behave when automatic submission is not checked. Since there is no way to retrieve an attachment once it has been redacted, we wanted to err on the side of not removing it if there is any question. Whereas, a recipient is easier to add or remove from a ticket. 

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  • Noam Stern

    Hey,
    The application is not active when I submit several tickets together.
    I tried to solve 3 tickets at once with public reply and the emails had automatically sent.

    Are you aware of this issue? if so, there is something you planning to do regarding?

    Thanks

    1
  • Tiffany Green
    Zendesk Team Member

    Hi Noam -

    Could you clarify what method you're using to submit several tickets together? Are you selecting multiple tickets in the list view? Unfortunately, apps only work on the individual ticket screen, not on the dashboard or list views.

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  • Noam Stern

    Hi Tiffany,

    Yes, we are submitting multiple tickets at once.

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  • Scott Franke

    Version 2.3.0 - 2021-07-29

    • Made all Paid plans available as Free (Marketplace update coming soon)

    With today's release we are seeing some odd behavior.

    We have this setup for the Basic plan but the app is behaving as if we have Premium. It is prompting to confirm recipients and public comments. Is this expected? We'd like to continue to have only the functionality of the basic plan even if the premium plan is now free. 

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Scott,

    The new update will convert and incorporate all paid features into Free plan. That said, you will now have full access to all the app features.

     

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  • Scott Franke

    Thanks Cheeny Aban

    I'd like to request that in a future update, we have the ability to select which features we enable for this app. While it is nice that we are getting all of the premium features at no cost now, it would be nice to be able to choose which confirmations the agents need to do.

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Scott,

    Thank you for your feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community and Help center help influence future Zendesk functionality.

     

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  • Daniel Beatty

    Hello, 

    I'm not seeing any option for a free plan - in fact, the latest update seemed to have removed the functionality of the app entirely. Only option now is to pay.

    Any help would be great?

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  • Jack Naisbett

    +1 in favour of configuring which features are enabled. Ticket CC confirmation is proving disruptive for us so we're looking at alternative approaches to keep the core function of reviewing the ticket message before submitting.

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  • Dave Dyson
    Zendesk Community Team

    Daniel Beatty You should see the app listed as free now, let us know if you're still not seeing that. 

    Jack Naisbett Thanks for your feedback as well.

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