Creating a ticket on behalf of the requester (standard agent interface)

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7 Comments

  • Admin

    How can we create the ticket automatically when there is a comment on an article.

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  • Brett Bowser
    Zendesk Community Manager

    Hey Demeter,

    You will most likely need to use the Support API to accomplish what you're looking for. There's no way to set this up natively so I would recommend getting your developers involved to see if they can assist with setting this up.

    Additionally, you could create a "community" email and subscribe that email to every topic in your community. Then add that email as a support address which I believe should create tickets in your account any time Gather sends a notification to your subscribed email address. I don't know how reliable this method will be but may be worth testing!

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  • Graham Haire

    When I manually create a ticket for a customer I fill in the data on the form much in the way described above either as a public or private ticket.  I then Submit as New or as Open.  In both cases, the ticket does not save the data in some of the ticket form fields.  The next time I open the ticket those fields are blank and I have to enter that data again.  If I do this and then submit the ticket (as Open) the data is saved with the ticket.  Is this by design or am I missing something? 

    1
  • Adrian Joseph Magboo

    Hi Graham Haire,

     

    If I'm understanding this correctly, you are creating tickets and filling out the ticket fields but when you submit it as New or Open, the ticket fields doesn't have the value you selected for them but it will work when you try to save the ticket again. 

     

    If that's the case, I would like to investigate what's happening on your account. Please expect an email shortly about the new ticket I created for this.

     

    Regards,

    Adrian

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  • Deandrea Lewis

    We have multiple support addresses in our instance, however agents are assigned to one address (group). HOwever Jane, who is a member of supportA@email.com has her proactive requests appear to come from Jane (supportB@email.com). How can we correct this?

     

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  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi DeAndrea,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, it's possible that the agent has two email addresses in her profile. I would advise checking her profile and make sure that the primary email address set is the correct one.

    Thank you!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist |

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  • Deandrea Lewis

    Thank you for your response. She only has one email address in her profile and is only a member of one group.

    Let's say she is a member of group apples. When a proactive ticket is created the header of the ticket says Jane Doe (Bananas) <bananas@company.com>. What should appear if Jane Doe (Apples) <apples@company.com>

    How can I fix this? Thanks in advance

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