Creating a ticket on behalf of the requester

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27 Comments

  • DEMETER ADMIN

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

    0
  • 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!

    0
  • 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? 

    2
  • Adrian Joseph Magboo
    Zendesk Employee

    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

    0
  • 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?

     

    0
  • 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 |

    0
  • 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

    0
  • Mandy

    I experienced this error while creating a new ticket, could you assist to guide me?

    Thank you!

    0
  • Jeff C
    Zendesk Customer Care

    Hello Mandy,

    This is usually caused if you do not have the right permissions set for your profile. Normally this is the case for Light Agents or if you have a Custom Role - its likely disabled. Best if you could reach out to an Admin in your account to confirm your Role permissions. 

    0
  • CJ Johnson

    How can I do this via the API? I tried `"is_public":"FALSE"`, but it still made a ticket with a public comment for the first message. I have private tickets turned on, and the API threw no errors.  

    0
  • Greg Katechis
    Zendesk Developer Advocacy

    Hi CJ! The reason that didn't work is because the `is_public` parameter that you used is a read-only field, as we outline in our documentation. If you are looking to make a comment private, you need to use `"public": false`, which you can read about here.

    0
  • CJ Johnson

    Hi Greg Katechis
    Unfortunately, I actually tried that too, with the same outcome. It still made the comment public. 

    0
  • Greg Katechis
    Zendesk Developer Advocacy

    Something else must be going on in that situation, since that should work. I'll open up a ticket with you so that you can share an example where this was happening and I'll investigate what went wrong.

    0
  • Nicholas Wright

    Under "Creating a private ticket for an end user" you needed to explain that the private option is not available unless enabled in Admin, which is covered here: https://support.zendesk.com/hc/en-us/articles/4408842918298-Enabling-and-disabling-private-ticket-creation

    0
  • Sabina

    Have noticed that clients are not receiving the first public message (email) when a new ticket is created by the agent. Starting from the second message, client is receiving everything without any problems with delivery. Maybe anyone has the idea why that's happening? 

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Sabina,
     
    It sounds like you just need to update your Notify requester of received request trigger in the Admin Center and add the Current User > is > (Agent) as well as Current User > is > (end user) conditions under Meets any of the following conditions. 

    It's also possible that by default you have the Ticket status > is not > Solved included as a condition in your trigger. If your agents are creating a ticket and marking it as solved right away, that would prevent the trigger from sending the email notification. If you remove that condition that should resolve the issue.
     
    I hope this points you in the right direction!
    0
  • Sabina

    Hello Brett, 

    Thank you for your assistance. Have re-checked the conditions of Notify requester of received request trigger and have added Current User > is > (end user) because there was only Current User > is > (Agent) condition, but suddenly it hasn't solved the problem.

    Also such tickets usually have "Unsolved" status, because the client reply on this ticket is important or needs any additional actions from our or clients side.

    Maybe there is anything else I can try to change to avoid this problem?

    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Sabina,

    Can you share a screenshot of the trigger you have set up so I can take a look for you?
     
    Thanks!
    0
  • Nico Plinke

    Hi,

    We are using organizations to represent our customers businesses (we support a B2B product, and each business has multiple users that can make requests).
    When we want to start a ticket, we don't always know who the requester is going to be, however we do know the organization.

     
    Is it possible to start a ticket from the organization tab? or at least as a quick action from the userlist from that organization?

     

    Thanks!

    -1
  • David

    Hey guys. 
    If we're on the subject of proactive tickets, how can I remove the header stating "This ticket was created on your behalf"?

    0
  • Elaine
    Zendesk Customer Care

    Hi David,

    As stated in the section of this article:

    When you create a public ticket for an end user, it triggers the following events:

    • The end user receives a notification that a ticket was created on their behalf, if you have a trigger enabled for this action.

    The trigger mentioned above is referring to one of the default triggers in Zendesk Support named Notify requester of new proactive ticket where the default email body contains the following line:

    This ticket was created on your behalf.

    To make changes to a specific trigger like removing/changing a line from the email body sent to end-users, kindly see Managing triggers - Editing and cloning triggers.

    Hope this helps! :)

    0
  • Sylvia Barnekow

    Hi,

    Is there any possibility that a new Zendesk ticket is automatically created when I click a hyperlinked email address in another ticket? Right now, it opens my email account, but since I use Zendesk, it would be awesome if instead, it would create a new ticket with said email as requester.

    Thanks!

    0
  • Anne Ronalter
    Zendesk Customer Care
    Hello Sylvia,

    thank you for your Feedback on that.

    A similar option like that is currently only possible by Creating a ticket from a comment on a knowledge base article.
    0
  • Jason Christenson

    We are 100% email based and use email forwarding by an agent a ton. I like the proactive ticket feature, and it works great if you use the web interface to do a ticket for a user. For us, forwarding the email is more efficient. Is there a way to do this same thing but based on emails our agents forward to become tickets? I haven't had any luck adjusting the triggers.

    0
  • Zsa Trias

    Hello Jason, 

    The feature you're looking for seems to be the one explained on this article: Forwarding an email message to your support address

    When you enable the feature "email forwarding" for agents, and an agent forwards an email from a customer to one of your support addresses, the forwarded email will be created on behalf of the original sender rather than the agent.

    0
  • Jason Christenson

    We are using that feature. I want an email to go to the requestor if a ticket is created on their behalf by my forwarding an email. 

    This is the scenario I am after:

    1. The end user sends me an email that should have been sent to our support address. 
    2. I forward that email to our support address to create a ticket. 
    3. A ticket is created on behalf of the end user. 
    4. At this step, I would like a trigger to send an email to the end user, telling them a ticket was created for them and they need to remember to use our support address, etc. That trigger would need to pick up that the email was forwarded from an agent to create a ticket. 

     

    0
  • Zsa Trias

    Hello Jason,

    You can use Mail API to tag tickets that are agent forwarded to your support address. 
    Then, you can use this tag in order to build a business rule to send a notification when this tag is present. Just make sure that you exclude this tag on your normal notification trigger that runs on other tickets upon creation to avoid duplication.

    For reference:  Using the Mail API to update ticket properties from your inbox

    #tags

    Sets any tag on the ticket, which can be separated by spaces or commas.

    Note: Setting the tags removes all previously set tags on that ticket.

    0

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