Spawn new ticket from reply

Not planned

233 Comments

  • Glenn Benge

    congratulations on the 5th anniversary of this request meing made.

    0
  • Monique Foy

    +1

    0
  • Pete Dyche

    Good afternoon

    We have also identified this as an important enhancement request for ZenDesk. I do wish to express some concerns regarding how effective these threads are as they can involve years of posts and result in no changes:

    Add end-user as CC via Trigger or Automation
    https://support.zendesk.com/entries/71421

    Can someone from ZenDesk confirm whether these requests are captured for future releases?

    Thanks

    Pete

     

    1
  • Nicole Neuman

    Moving beyond what the initial comment is... I am more interested in the request that was made below. As they were redirected to comment here instead, I am as well. I think that this is an important feature that can both save agents time as well as help limit the potential for user (aka agent) error when manually duplicating a ticket.

    Duplicate or Clone Ticket

    Jeanne
    suggested this on May 30, 2012 13:11

    • inShare 

    -  

    Need a way to clone or duplicate a ticket within Zendesk.

    Here is the scenario. A user opens a ticket for a support issue and also includes an un-related feature request. I want to be able to easily separate the two issues so I can route them to different groups for resolution. The reason I want to "clone or duplicate" is so that I can retain the original user information pulled into the original ticket.  In addition, this will allow for closure of the support issue while keeping the feature request open.

    0
  • Jeff Callahan

    I too have many cases where a client add a comment to an existing thread that is an entirely different support issue - in many cases handled by a different team.  

    I need the ability to take the last Comment and create a new ticket.
    As the original poster said - basically the exact opposite of the merge functionality (which we regularly use).

    0
  • Lucas Karpiuk

    any word on this from the powers that be?

    1
  • Joel Walker

    I'm with new company now that also happens to use Zendesk, And yet, it still don't have this core level feature on the roadmap. I don't feel there's anything to add in terms of justification or being persuasive. If Zendesk is passionate about harnessing the power of accurate data, this should really not be a concern about "IF" we implement this feature, but rather, "HOW" do we go about it because there's a clearly defined case for it's requirement and impact.

    For those customers that don't feel the need for spawning new tickets from replies as well as the ability to eliminate the relationship from response-based new tickets that are completely unrelated to the previous ticket - then no worries - just don't activate these options in your admin interface. I really don't see how this has managed to be openly discussed for so long without any progress.

    How many votes does it take?

    Joel Walker
    PRMG.net

    1
  • Jessica Owens

    My company just recently purchased Zendesk for our IT support staff. In the initial RFP, we were told that Zendesk was capable of spawning tickets from tickets that already existed - one of the biggest peeves we had with our old software.

    We are quite disappointed to realize that, while possible to set up with convoluted work arounds, there is no official way of doing this in Zendesk.

    0
  • Lyman Benton

    I know, right? For the last three years this has continued to skew my productivity metrics unreliably.

    The biggest reason ZenDesk cited for not implementing this is lack of user interest / votes compared to other features.

    I wonder how ZenDesk also weights feature requests based on how much time they will take to implement. I'm certain this option is on the easier end of the programming difficulty spectrum.

    0
  • Lucas Karpiuk

    If everyone Tweets @Zendesk about this thread, maybe we'll garner their attention.

    1
  • YellowWebMonkey

    @Lucas, great idea.  I just did 

     

    @ZendeskDevTeam  When are you going to add "Spawn new ticket from reply??"  http://goo.gl/vr43Xd  

    0
  • Lucas Karpiuk

    For what it's worth, Mikkel favorited my tweet - so at least we know he's seen it.

    0
  • Jake Holman

    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.

    0
  • Joel Walker

    Thanks for acknowledging the status of this, Jake. I would just like to clarify that this discussion has predominantly focused on two actual feature requests, not just one.

    The first is obvious given the thread title - having the ability to spawn new tickets from replies to existing tickets.

    The second feature request is something that several of us have consistently supported as being equally important in order to maintain the integrity of our ticket data. That is the ability to address tickets that are being generated when a customer replies to a previous "issue solved" email notifcation that involves a previous, completely unrelated incident. This typically happens either because they reply to a notification like I mentioned, or, it can also happen because mail clients such as Outlook save unique SMTP email addresses for their TO: field history. So that means that a customer can theoretically be making an effort to ensure that they mail their issue to the correct support mail address, but, their client is resolving to an augmented version of the address without them realizing it. Either way, the result is the same. We end up with relationships between tickets that skew data instead of helping to establish the relational history that I assume this was intended for when Zendesk was setup this way.  Having the ability to address this somehow would be very beneficial towards maintaining the integrity of accurate data in our ticket history and overall metrics.

    If you feel that the second feature request requires it's own thread, that's easy enough to address. I just don't want to lose the input here that supported that notion as being relevant and helpful for several customers that have struggled with those relational tickets that don't need to be related in any way other than sharing the same requester.

    Again, thanks for your attention to this thread. It's very much appreciated.

    0
  • Jake Holman

    Hey Joel,

    Ah, right. I tend to speak mostly to the original request in these threads but yeah, understood on that second request. I believe this is directly related to the feedback, which I've commented on recently asking for a little more insight: here: https://support.zendesk.com/hc/communities/public/posts/203426436-Undo-a-Follow-Up

    Ultimately, I believe a lot of the feedback both here and in the linked thread above is about managing the relationships between tickets, and being able to have total control over that. Both these requests are certainly very reasonable, and we're confident we can address them in the not-too-distant future.

    0
  • Kate Rutz

    So this request is over 5 years old and no plans communicated? Our company really needs this. Someone made a comment about 5 months ago eluding to a work around. Does one exist? Where is it documented?

    0
  • Joel Walker

    Hi Kate,

    Go back to the first page of this thread and read Jake Holman's updated comment - 2nd comment in the entire thread. He has changed the status of this feature request to 'Planned' and will be notifying the community of when we should see it on the roadmap, likely some time in 2015 given their current workload and focus items.

    As for any potential work arounds, I'll let others chime in for that if any exist. I personally have never found a viable work around that accounts for accurate per ticket data to trend on afterwards.

    0
  • Kate Rutz

    Thanks Joel...

    0
  • Stacey White

    It would be very helpful if there was a way to clone or copy an existing ticket. Often times we initiate a ticket for one customer that we also have to create for other customers and it would be beneficial if we could just copy a ticket.  For example, we initiate a ticket to document that we installed MS updates on a customer's server, but we do this for all of our customers and have to create tickets for each customer.

    It could function exactly like the clone feature for Views, and would need to allow for a new Requester to be selected.

    2
  • Sean Harlow

    Please get this out soon.  I love Zendesk but so many of my users are entirely incapable of understanding the concept of tracking issues individually.  Every other ticket system I've ever used has had this as a core feature, it's really annoying that ZD doesn't do it.  Linked tickets helps, but it's not really ideal since I don't have any reason to want to maintain a link between two entirely unrelated issues just because one of my idio^H^H^H^Husers doesn't understand how email works.

    0
  • Nicola Carraro

    +1

    0
  • Sarah Collins

    This would be an extremely useful feature - also for accurately capturing metrics on how many requests are coming in... when a whole bunch of separate requests and bugs get lumped into one ticket chain, the ticket stats are counting this as a single ticket when it really might be 4 separate requests.

    4
  • Lyman Benton

    Wow, I just encountered a need for this on a new level. Somehow a client from a DIFFERENT ORGANIZATION was able to add a comment to a ticket with "Organization A."

    Org A probably forwarded our message to Org B, and then Org B replied to it using our support address it tacked it on as a public comment to Org A's open ticket.

    This was definitely undesirable, so we had to manually split this into a new ticket. We are eagerly awaiting the "split" function.

    0
  • Heather R

    I installed Linked TIckets (thank you it's great!).

    Um, what do we do if we have multiple child tickets. I can't seem to create more than one child ticket at the moment.

    0
  • Alexey Pchelintsev

    With 2015 half gone, is there any better estimate on When? This is the first feature after a month of using Zendesk that I feel like I need real bad in an otherwise great product :)

    0
  • Caroline Kosgey-metz

    Hello Zendesk Team, 

    Is the feature to be able to split tickets (from an existing into a new one) still being worked on? 

     

    Thanks a million!

    0
  • Max McCal

    Hey, All - 

    I'm investigating this functionality right now, and looking for answers to a simple question: When splitting a comment out from a ticket would you rather:

    1. Have the new ticket be created for you based on obvious defaults (commenter becomes requester, most values are preserved, status is reset)
    2. Be taken to a ticket edit screen to change values before it's created

    As I see it, it's a question of simplicity vs options. Curious what people think.

    1
  • Paul Rowe

    I like desk.com's approach.  It simply cuts the selected reply out of the current ticket and creates a new ticket with the contents of that reply.  It copies over the metadata and displays the new ticket in a new ticket form all ready for the Agent to press commit.  It works well.  I get a last chance to edit it before the new ticket gets generated initially.

    I am not advocating desk.com per se.  I am just 'lucky' to have to use it and zendesk at the same time at the moment .

    1
  • Peter Griffith

    Personally I would prefer option 2, so I can change anything if needed. 

    It would be useful to have some kind of indication in the comment that a new ticket was spawned from there too, just so people know the comment wasn't ignored!

    0
  • Jeff Callahan

    I would think a hybrid of 1 & 2 - Have the new ticket be created for you based on obvious defaults (commenter becomes requester, most values are preserved, status is reset) and then be taken to an edit screen where you can adjust.  

    1

Please sign in to leave a comment.

Powered by Zendesk