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Creating a ticket on behalf of the requester



Edited Oct 31, 2024


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47 comments

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Joyce

Zendesk Customer Care

Hello Dave,
 
The First Reply Time metric works as below:
  • The first reply time is not calculated on tickets if the agent creates the ticket with a public comment. This is because the SLA first reply time target is immediately satisfied. It does not activate or record an achievement.
  • If a ticket is created with a private comment, the SLA first reply time target will not start until the ticket gets a first public comment from an end-user
 
If your agents are creating proactive tickets with a private comment, it is expected for the First Reply Time metric to still run on the ticket after the first public response from the end user. 
 
As a workaround, you can build a separate SLA Policy with no First Reply Time metric for proactive tickets created with a private comment. Create a trigger that will add a tag to the ticket and use the ticket tag as your SLA condition.
 
This is the sample trigger conditions and action:

 
And this is for your SLA:

 
Do not forget to rearrange your SLA policies and if possible, put this on top of your list so other SLA policies will not run on the proactive private comment tickets.
 
Hope this helps!
 

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Hello, Brett, 

Still haven't solved problem with first e-mail delivery to end user, so attaching the screenshot of my "Notify requester of received request" trigger. My Zendesk interface is in russian language, so I will translate it for you below: 

ALL of the following conditions are met: Ticket = Created, Status = New, Comment = Open 

ANY of the following conditions are met: Current user = (agent), Current user = (end user)

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Noly Maron Unson

Zendesk Customer Care

Hi Sabina,

Zendesk comes with a default trigger called "Notify requester of new proactive ticket". This is the trigger responsible for sending the message to the end user if you are the one who initially reach out to them. If you do not have this trigger, you can create a new one with the same conditions and actions as below:

Hope this helps. 

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I need to set up a trigger based on whether the ticket was a proactive ticket, created on behalf of the requester. I expect that it will likely be using the 'channel' condition, but I'm not sure which option applies here. What channel would I refer to in my trigger?

Alternatively, if channel isn't the right way to condition the trigger, what's a condition unique to this feature that I can use?

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Zsa Trias

Zendesk Customer Care

Hello mfg,

There's no "channel" condition specifically for proactive tickets, but you should be able to use this combination of conditions instead, as tickets created by agents are proactive tickets:

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Hi, What is the trigger for sending out emails? 

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Cheeny Aban

Zendesk Customer Care

Hi bas von devivere, 

We have several default triggers that send out email notifications to users. You may access them here: About the standard Support triggers

I hope that helps!

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In a similar vein to what Dave B said, it would also be nice to have tickets created on behalf of the customer default to start off with an internal comment. This makes it easier to take notes and provide context for any agents looking at the ticket. You can manually select an internal comment, but that's annoying to do every time, especially if you are multitasking with a customer already.

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Zsa Trias

Zendesk Customer Care

Hello Hannah,

 

You can check out this article about Defining SLA policies

As mentioned there: 

  • If an agent creates a ticket on behalf of a customer with an internal note, the first reply time target starts when the customer makes a public comment and ends when the agent makes a public reply.
  • The first reply time is not calculated on tickets if the agent creates the ticket with a public comment. This is because the SLA first reply time target is immediately satisfied. It does not activate or record an achievement.

 

However, for your question about moving tickets from one team/another, SLA should not be dropped when a ticket is moved between groups unless there is a condition in the SLA that is not met after the group has been changed. 

You can see the section "Setting up SLA policies" under that same article link to guide you on how your SLA policies are applied to tickets.

 

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I need to get support from Zendesk on something. How can I register?

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I need to get support from Zendesk on something. How can I register?

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I need to get support from Zendesk on something. How can I register?

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Nhia Lor

Zendesk Customer Care

Hi ilker,
 
The best way to get in touch with us and raise a support request is in product using our Get help option. You can find more detailed instructions to follow here. This will ensure that we can direct your concern to the appropriate resource to best assist with the issue or concern you may have.

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Hi! How can I remove the 
This ticket was created on your behalf.

To add additional comments, reply to this email.

that appears on the end user email every time I initiate the email? TIA! 

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Aleksandrs Galiullins

Zendesk Customer Care

Hi Raida,
 
You can remove the mentioned text by updating the appropriate trigger called "Notify requester of new proactive ticket" which is responsible for proactive ticket notification. For reference "About the standard Support triggers".
 

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Christine Diego

Zendesk Customer Care

Hi Radia,
 
You could take a look at the triggers section under Admin center > Business rules and see if you can find something labeled as proactive ticket. 

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Hi Team,

Users are not receiving my initial message when we create tickets on their behalf (like you would expect when sending a brand new email to someone).

Following these directions I am able to have users getting my initial message BUT they also receive the Trigger message ("Your request has been received").  

For NEW tickets created by us, is there a way for users get my initial message but without the notification message ?

For reference, this is what users see. I want to remove the trigger notification message (red part) and have they see just my initial message (blue part) for new tickets created by us. I don't want to remove the trigger notification for tickets created by users.

 

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