Auto Processing Rules for Suspended Tickets

12 Comments

  • MichaelVisser
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    I'm voting for this, Zendesk has started flagging obviously legitimate support tickets without any rule support for recovering tickets. Add rule support for conditionally recovering Suspended tickets.

    4
  • David Kim
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    any updates on this?

    3
  • Lee KB
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    +1

    Zendesk is clearly for power users, so this point of over-management really baffles me.

    1
  • Nicole - Community Manager
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    Hi Lee, 

    I'm not sure what you mean, could you clarify? 

    -2
  • Lee KB
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    Zendesk provides the ability to manage tickets, etc., to a high level of granularity, and yet this suspension function operates on its own and admins have only an indirect ability to control it via white/black lists.

    We're stuck going through the suspended ticket view a few times a day to manually pick out false positives, with zero option to handle anything via Zendesk triggers like we would normally be able to do with regular inbound tickets.

    So it baffles me why Zendesk is so powerful and yet forces this weird 'hand holding' suspender on admins with no options for controlling it or opting out.

    7
  • MichaelVisser
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    I'm with Lee's exact sentiments, please extend a level of granular control over suspended tickets to match the experience found in the rest of the Zendesk Agent platform.

    9
  • Gareth
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    There should be some options to automatically process suspended tickets based on "cause of suspension". 

    eg. Automated response emails could be deleted

    eg. Received from support address could have a different requester assigned

    eg. detected in email loop could be deleted 

    and so on..

    1
  • MichaelVisser
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    Almost celebrating 2 years on this topic... :(

    0
  • Comment actions Permalink

    Hi there,

    The original thread, posted close to two years ago, mentioned that there are some apps in the marketplace which address this issue. Even though the specific apps were not mentioned, I would like to mention a particular app here.

    The free version of this app (Shredder) allows you to create business rules to deal with the suspended tickets. The paid version (Shredder Pro) allows you to fully automate this process as well as the automatic processing of emails which are received from a support address. 

    The good thing about these apps is that they run directly in your Zendesk, there are no external servers which process your data.

    0
  • Gareth
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    Have added shredder pro and it does what we need it to. Shame it adds $50 NZD to our monthly billing for Zendesk. 

    1
  • Lee KB
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    For the record, Shredder is available in a free version which at least seems to let you recover and tag messages for further processing. Testing now.

    If any Zendeskers are reading this, a 3rd party app should not be considered as a 'fix' since it can disappear/break/start costing $$ without notice at any time. So this is a band-aide at best!

    Thanks!

    0
  • Lee KB
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    Testing of 'Shredder' reveals that automatic processing is a 'Pro' feature -- so $50 a month to press a button. So functionality is basically no better than using the Suspended view already in Zendesk.

    0

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