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Spawn new ticket from reply

This is very similar to the request of being able to merge tickets into one, but er... the opposite.

We frequently get some users who will continually reply to the same thread with new requests OR a thread evolves into another topic (or several others). It would be great to be able to "spawn new ticket from reply" which would take the last reply from the user and create a new ticket with that email content. It would be important that the new ticket reporter be the same user (not the agent).

cheers,
kp

212 comments

  • Official comment

    Alright guys, down the pitch forks.

    I'll add a planned label on this one, because we do plan on doing this. Essentially, this is somewhat similar to the "Linked Ticket" request we also have, and built an app for to see how that would be used (https://www.zendesk.com/apps/linked-ticket).

    When we implement this, we want to make sure that at the data level there is a relationship between the new ticket created from the reply of which it was spawned. This means that anyone wanting to follow the conversation can easily do so - be that an agent, requester, CC. From a reporting perspective this would also allow you to see just how often that might be happening, I'm sure you could think of some other insights you'd want to have around that. This allows the experience of both creating that "spawn" and the after-affects are smooth for all involved.

    As for when we might see this in Zendesk, I can say it won't be in the first quarter of 2015, but we should be able to come back with a better estimation once we're in 2015.

    I'll continue watching this discussion. We may reach out to a few of you, or post back into this thread, just to gather some further requirements and validations.

  • 4

    I agree that this would be very useful.  We have a lot of users that send "oh one more thing" questions that are totally related to the initial incident and simply reply to the original ticket email.  Closing tickets after a certain period certainly helps reduce the number of these, but if someone replies promptly, the ticket will be re-opened.  We don't want to change our "close tickets marked solved after x days" automation to close tickets sooner.

  • 0

    Sorry for the double post...I meant *totally unrelated*.

  • 0

    I couldn't be more pleased with Zendesk. At first, the tricky part has been getting users to send help requests to a specific email address to auto-generate a ticket. But now that they are doing it, they are stacking multiple questions and help requests within a single message. Frankly, I'm just happy they are using the new address instead of personal addresses that force us to manually create tickets. So this feature would be helpful to us.

  • 1

    I love Zendesk. Being able to split tickets would make me love it even more... and I agree with the point, that once you have convinced your users that it is much better to use Zendek and not personal e-mail, I don't want to nag them with "Please create a new ticket for your latest comment" og having to create the ticket manually.

    For the personal e-mail I have started forwarding them to the support mailbox and changing the originator, so atleast they get into the system.

  • 1

    +1 vote.

    Users rarely understand what should and should not be put in a single ticket. But why would they? They are the customer or client and it should be easy for them to tell me something is wrong. I spend a lot of time managing tickets, and this feature would be fantastic. The two biggest problems with the manual split is keeping the old ticket open and on track (because the last post was off topic), and adding attachments to the newly created ticket (download from old ticket, upload to new one).

    thanks in advance!

  • 0

    +1

    I have some users who find it easier to reply to the last email they receive from me, rather than start a new one (amending an unrelated ticket). This would be a useful addition in these situations.

  • 0

    +1

  • 0

    +1

  • 0

    +1 for me too.

    Miles

  • 0

    Paul Keck touched on an extremely good point. Splitting a Ticket is all very well, but then the End-User will invariably get confused about which Ticket to respond to if the conversation is still streaming in both Tickets (trust me, I've been there!).

    This would complicate things, perhaps more than simplifying things. In order to stop End-Users replying to old tickets, the aim should always be to Solve, and Close, Tickets as soon as possible.

    I welcome more discussion on this topic though.

    _Jake Holman
    _Zendesk Support

  • 0

    After using Zen for a while I'd have to agree. Since closing the ticket generally forces the user to open a new ticket/new conversation it works pretty well. However there are a number of times when a user is in their "I'm pushing every button" mode sending emails for every little thing resulting in a muddled conversation. It would be nice to have some ability to split a ticket into different conversations. This is one of those cases where the technology can't solve the problem directly, but having the right tools can significantly enable the support people in doing their jobs.

  • 1

    I agree with Paul. As I mentioned further up, this would be most useful to me for those people who just reply to the last email you sent them to start a new conversation. This unfortunately tends to happen before the ticket goes from solved to closed.

    I alse agree with Jake's point that this could potentially confuse if used in the wrong scenario, but most of the time I am in need of this is when dealing with users who only interact with the helpdesk via email.

  • 0

    Count me in too. My sales guys don't like to create fresh emails and keep reusing old emails so this would help.

  • 0

    For us sometimes some one will have an open issue, like a bug to be sorted and then reply to the open ticket with a different query.

    We cut & paste the new query into a new ticket so that they have 2 open tickets however I'd like to be able to say that this response needs to be moved to a different ticket and leave the original ticket unaffected

  • 0

    Yes please, change requests and bugs often come in together. +!

  • 0

    +1 for me too.

  • 0

    I was thinking something like a tick box beside the response and then an additional option in the drop down menu, Move response to new ticket

  • 0

    +2

    I think this feature is already within the system - You have the option to "Create New Ticket" from a suspended ticket. Have this same functionality with all other tickets. This will give us to split a job (one part might be quick and another might take longer, so it will not muddy the data for the SLA's) or gives you the ability to split one part of the ticket off to one agent and the other part to another agent.

  • 0

    I am very interested in seeing this as well.  Any confusion that would be caused is a small price to pay for the benefit; besides, that issue should be mitigatable by setting some general guidelines for your end users, even if you have to remind them every so often.

  • 0

    +1

  • 0

    +1

  • 0

    I'm into it. +1!

  • 0

    This topic came up today in our staff meeting. It seems like there would be 2 use cases (for our purposes):

    1) Ability to split the ticket with the last comment from the original tx being the 'description' in the new tx. New ticket would be created with the last comment being inserted into the new tx, all the fields and tags and requester being set the same as the original, new tx not submitted yet so that you could edit the comment, tags, fields, etc.

    2) Ability to create a new ticket from the last comment and reset the original ticket back to its state before the last comment was added. New ticket would be created with the last comment being inserted into the new tx, all the fields and tags and requester being set the same as the original, new tx not submitted yet so that you could edit the comment, tags, fields, etc.

    This functionality would be very handy.

  • 0

    We would like this feature also.  We do this manually now and would benefit from this feature a lot - especially if the any attachments to the new comment could be brought to the new ticket automatically.  (Currently we have to download each one to a local spot, then upload each one.  Pain!)

    Yes, occasionally we will have a client that gets confused and replies to the wrong thread, but that doesn't happen often.  Clients are usually very good at replying to the right string in my experience.

  • 0

    Our requests sometimes include two elements that need to be performed by different people. Currently we ask people to create two separate tickets so that there is a separate job ticket for each of the tasks, but sometimes they don't realize they're separate tasks. It would be great if either the Admin or the Requester could duplicate the original request when they create it, OR as Will suggested that when one part is closed a new ticket could be created and reassigned to another person.

  • 0

    I have a question about duplicating /splitting a ticket? Let's say "John" sends in a ticket to the system and it comes to me and it reads I need the (Brown) website to be updated by 3: 00 pm today with new graphics, and two new fields that need to be programmed in addition I need to do Search Engine optimization.

    Would I be able to duplicate/split ticket the ticket "with the exact information and attachments" (the original ticket info from John) and then send it off to Bob the Programmer, Paul the Graphic Designer and Jane the Search Engine Optimizer? Essentially creating three new tickets in the system.

    Thank you,

  • 0

    This would be a great feature to add.  Clients often reply to existing tickets when asking about a new request or topic.

  • 2

    +1

    Had a need for this (again) today. User replied to a previous thread, which was actually Solved but not Closed, with a totally unrelated topic.

    Creating the new ticket manually was awkward and I actually had to do this twice because, the first time, Zendesk failed to recognize the Requester Name I entered (it offered no suggestions) and assigned me as the Requester instead. So I had to delete that ticket and try again.

    Luckily, the user forgot a file they wanted to attach to the request. Otherwise I'd have to download it and then upload it again to the new ticket (twice!).

    What I want, as others have commented above, is an option, in the usual drop-down, to "Create new ticket from last comment". This would copy the description, tags and attachments to the new ticket, and assign the correct requester. The new ticket should be left open so I can add a suitable Subject.

    Ideally, when the new ticket is submitted, and the requester is informed, the rogue comment in the original thread should be deleted, but I realize this might be tricky and cause 'data integrity' issues so it would be okay to leave it there and simply ignore it. Alternatively, a private comment could automatically be added to indicate that the last comment was moved to a new ticket and include the ticket link.

    Thanks, Joe

  • 0

    Wow, what happened to all the separate paragraphs in my last comment? And why did I end up in a weird place afterwards? I see there's been some Zendesk tweaks since I last commented...

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