Why are new tickets being created in open status?
When a ticket is assigned to a group with one member, that agent becomes the ticket's assignee. One of Zendesk Support's inborn ticket rules is that a ticket with an assignee moves from new status to open status. This combination of effects means that brand new tickets can be created in open status rather than new status as you may expect.
This is part of why we recommend using the condition Ticket | Is | Created rather than the condition Ticket status | Is | New for triggers that need to fire at the time of ticket creation.
For more information, see the article: About triggers and how they work.
I want to measure at Ticket level the number of hours the ticket was in 'Open' status. How is it possible?
This is possible by creating a report in Explore that measures how long a ticket was in Open status. You may find our recipe here for full instructions: https://support.zendesk.com/hc/en-us/articles/360034119833-Explore-recipe-Reporting-on-the-duration-of-fields
Here's also a sample screenshot :)
Buenos dias Jeremy,
Recibí un ticket en estado Nuevo, se reviso a fondo el flujo del ticket y lo único distinto es que el usuario final envió la consulta desde otro país (Panama) pero la cuenta se usa en Perú, esa puede ser la razón correcto?
Donde puedo ver esa regla de zendesk ?
El estado predeterminado de un nuevo ticket es Nuevo, por lo que ese sería el comportamiento normal a menos que el estado se cambiara debido a un desencadenante, automatización o por el comportamiento explicado en el artículo anterior (cuando un ticket se asigna a un grupo con solo uno agente, el ticket se asigna a ese agente, y una vez que se asigna un ticket a un agente, el estado cambia automáticamente de Nuevo a Abierto).
Hi Matt Hoffman ,
Just adding my input for what is worth. I recently removed one of the 2 agents from the group new tickets are assigned to via a trigger. Now all new tickets are automatically assigned to the remaining agent and status set to Open, and I thought I was going mad as I could see both these actions were listed in the events as coming from one of my triggers, whereas in fact they were not actions set in that trigger.
Eventually a very helpful member of Zendesk Support Team pointed me to this article.
I can understand modifying the code is dangerous and we (Zendesk users) should live with it, however it would be very useful and would avoid lots of head-scratching for people in the same situation if the events listed for each new tickets included a reference that these changes (changed to open status and assigned to agent) were instead triggered by an inborn ticket rule.
I'm trying to set up an automation with Zapier, and it checks a certain view for new tickets. Ideally I can create a view for "New" tickets, and a view for "Open" tickets, which is where the ticket goes after a customer responds to us, or reopens an old ticket....where we don't want the automation to trigger.
So I understand the inborn rules, but is there ANY way to set up a view for "New", so all brand new tickets go into that view first? Even if I had to create second user group or something? Then when we look at the tickets in the New view, we'll assign them to someone and respond, putting them in either Open or Pending.
Please let me know if there is any workaround for this.
You should be able to set up a view with the condition 'Status is New', but if tickets are being assigned to an agent upon creation as described above, then you will need to work around the automatic assignment. I recommend that you add at least another agent to the initial group so that new tickets can remain unassigned when they are created, and will retain its 'New' status. Another alternative is to create another group where incoming tickets will initially be assigned; you can create a view that will list tickets assigned to this group regardless of status, and you and your agents can go through this ticket view to see all new requests that need to be actioned or reassigned.
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