Spawn new ticket from reply

Not planned

238 Comments

  • Jordan Weaver
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    Option 2 sounds the most flexible, and I can't think of many times I've wanted to skip the step of confirming the ticket data before ticket creation.

    I like the concept Peter/Paul brought up for cutting out the comment or indicating it's being handled in another ticket (so as to keep the original ticket focused). Given Zendesk's philosophy of immutable history, perhaps the comment could just be collapsed (with the ability to expand) with a link to the new ticket?

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  • YellowWebMonkey
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    I agree with the comments about a hybrid of the two.

    For the comment, maybe treat like the merged ticket, where there is a private comment will link to new ticket.  Something like "Last comment made by X at TIME split into new Ticket #000"

    Definitely need this feature.

     

     

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  • BarryFinder
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    @Max - I was thinking about a hybrid solution as well, with "macros" of sorts that I can configure depending on the situation. That way, the creation process isn't manual for agents and also we have our appropriate use cases accounted for.

    For example, as a marketplace, sometimes we'll have tickets on the B2C side of our marketplace that require a B2B follow-up ticket "spawned" from the first. Or, we have the more common situation on this thread of a customer who "scope creeps" a ticket and we need to split them out for reporting purposes. Both of these activities require a new ticket but the way I'd configure the follow-up ticket would be quite different for each situation.

    Hope this helps!

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  • Max McCal
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    @Barry, any reason regular macros couldn't handle that if we used version 2? (By the way I never meant to imply that version 2 wouldn't include the same values as the source ticket, I just didn't explicitly mention it.)

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  • BarryFinder
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    @Max good question. The most important aspects of the new ticket I'd be looking to control occur at the time of ticket creation and are outside the realm of macros. Specifically:

    For my first example:

    Submitter = Agent

    Requester = B2B user

    Description = Generic Template ("Reaching out to follow-up about a report from a customer") or something like that.

    Tag set to restrict the "notify requester of new ticket" trigger from firing.

    For the second example:

    Submitter = Original requester 

    Requester = Original requester 

    Description = Some block of text from the first ticket that is getting turned into the second

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  • Diane Albert
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    @Max

    I like the Hybrid version as well. Copy the last comment, all the tags, etc, but let me edit all of that before submitting the ticket.

    My current workaround is to copy the person's last comment, open a new ticket and re-resolve the original with "Since this is a little different than your original request, we'll continue to chat about it on ticket #nnnnnn.  See you there shortly!"  On the new ticket, I'll start with "In ticket #nnnnnn, you last said..." and i'll quote them.  Love Markdown!!

    But you have to do that in a certain order so that you have a new tix number to link AND the one you're opening is the last one you respond to so that it's at the top of their email list.  :)  Otherwise, they'll respond to the re-resolved one.  (which is why we have a "do_not_contact" tag!!)

     

    Here's our main scenario - and probably occurs on 10% of our tickets...or about 1000 a year.

    We'll open a ticket to move a piece of media for our yearbook customer.  When the media gets uploaded to their yearbook site; the ticket is resolved noting any issues.  That ticket is between our adviser and the production plant and we consider that a "media submission".  If we messed up something on the upload, we fix it on that ticket.

    A week later, adviser is now asking how to place those images on the page and has responded to our resolved ticket.  This is a "support" ticket and has nothing to do with the production plant.

    Ideally, I want a NEW ticket, because I want to preserve all the tags / reporting I have with the media movement, but now I also want to identify:

    • the adviser needed more help than was originally provided and i can probably add common links if i see a trend occurring.
    • there are different tags / fields for this issue or comment which drive our views, MTAs, and Insights.
    • there is a new satisfaction rating for this issue or comment which may be for a different agent. (our previous satisfaction would have gone out 24 hrs after solved)
    • to reset the "reopen" status of the other ticket, because technically it wasn't reopened.

    our users do not log into the web portal to access tickets.  it's almost entirely through email.

    Let me know what questions you might have - I'm happy to walk you through anything.  Diane

     

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  • Row M
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    Would really like to see this one!

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  • Sylvain Bourque
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    +1 on this feature.

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  • Max McCal
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    Thanks for the feedback everyone!

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  • Ellie Elstob-Wardle
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    We're encountering this issue as well and would love to have the ability to split out comments on previously solved tickets into a new ticket, to unable us to keep all new requests on their own tickets. Definitely +1 for this! 

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  • Ian Hill
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    Looking at this thread, this seems to have been an ongoing requirement for over 5 years?

    And 'promised' for early 2015?

    Definitely a huge +1 from me

    Constantly getting users sending an 'oh, and one more thing' email to the original ticket

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  • Heather Rommel
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    want it want it want it!

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  • Max McCal
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    We didn't ask for no reason. :) We're working on this project currently. Not able to give a date or anything, but I'll be back in here with some news in the coming months.

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  • Tim Steele
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    I'd like to see this functionality come to life too.  Often we have end user post multiple questions/problems in a ticket through the progression on the ticket.  If you could easily pick out a reply and spawn that off into a new ticket, it would allow us to better work tickets with a single question/problem. 

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  • Christina
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    Hi Jake Holma! 

    2015 is almost over :( Is there any update when we will see this feature?!

    There are several request for this since 2009 and nothing has been "Done"

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  • Andrew J
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    Hello Christina - just to stick up for the Zendesk team a bit.  Since 2009 we have seen features that meet similar requests.

    Follow Up tickets - a ticket automatically created in the users name when they reply to a 'closed' ticket

    Split Ticket App - Allows a comment to be split from a ticket and create a new ticket

    Only 6 days ago, Max gave an update advising "We're working on this project currently. Not able to give a date or anything, but I'll be back in here with some news in the coming months."

     

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  • Christina
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    Hi AndrewJ!

    I guess it helps if I view the last page of comments, my bad! Thank you for your response.

    We understand the "follow up ticket", but can you direct me to how/where I can use the "Split Ticket App"?

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  • Andrew J
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    Hello Christina,

    Sorry - it is the 'Linked Ticket' App

    If you go into Admin > Apps Marketplace and search for Linked

    I also just noticed a 'Clone Ticket' App, I've just installed this and trialling it - looks interested.

    There are a huge number of Apps now, 3rd party, Zendesk and Zendesk Labs which offer a fair lot of expansion opportunities.

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  • Sylvain Bourque
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    Hello,  Would it be possible to get an update on this feature ? Any release dates scheduled ? Thanks a lot !

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  • Row M
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    Any updates for this?  Thank you

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  • Tom
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    And now we're at 7 years later and still nothing from Zendesk on implementing this badly-needed feature. I guess it's just going to never happen. Disappointed in Zendesk again. 

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  • Tristan Goguillot
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    I've been following this topic since we started using Zendesk 3 years ago. Now I realize that it is for us far from being a critical issue. We have about 600 tickets a month, but the problem happens <1% of the time. And even when it happens it's not much of an issue. We can create a new ticket manually.

    I'm now unsubscribing from this feature request. Keep the good work Zendesk, product management is hard but stay focused ;)

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  • Tom
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    Hi Tristan,

    Our clients are primarily using our support email address and responding to the email replies they get, which means for us this happens quite frequently. Some people will just go back to the last email the received and reply to that instead of sending a new email. For us I'd say this happens about 40% of the time, which is enough to make it a very-much-needed feature to be able to split off a reply into a new ticket. It's also time-consuming to create a new ticket, copy and paste the reply from the old ticket, etc., especially when it happens many times per day. 

    Additionally, the metrics get all screwed up when a thread goes on and on. Zendesk keeps telling me it's taking way too long to resolve issues, which is because clients keep replying to the same emails even when they have new issues. Allowing me to spit that off to a new ticket and close the old ticket would give us more accurate metrics. Right now I ignore them because I know most of them aren't accurate. I just can't figure out why Zendesk has not addressed this by now, at least with an app, and don't think they ever will at this point. 

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  • Andrew J
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    @ tom - I think many of us are happily using the 'Linked Ticket' app to split tickets.

    Max has noted some new functionality coming that might be a shortcut to a more specific function.

    The OPs request has been answered by a better functionality in that you can now spawn a new ticket from ANY part of the ticket, by just copying the reply you want to create a new ticket from, and pasting into the 'Linked Ticket' App... It also gives a lot of options for who the user, assignee, group etc should be.

    There are other related feature requests - notably the option to 'de-merge' a ticket accidentally merged, and the ability to change a follow up  ticket to 'not a follow up'.

    Max's comment (September 12, 2015 07:59) and the following comments give some idea of what is in the pipeline.

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  • Tom
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    Hi Andrew,

    I tried the Linked Ticket app. It's an okay workaround. But using it to create a new ticket is essentially not much different than just creating a new ticket and then copying/pasting the reply from the other ticket that is relevant to the new ticket. Also, I cannot get the Linked Ticket app to work for me. When I fill out all the fields and click on "Create Ticket" there is no new ticket created, it just disappears. I have the custom field set up and have entered the field ID in the app settings. Not sure why it doesn't work, but, that's besides the point. 

    What I think would be better is to be able to click on that little down arrow that appears next to every reply in a thread and be able to click "Start New Ticket" using that comment as the basis of a new ticket. It could then remove that comment from that thread and link to the new ticket, sort of like what happens when you merge a ticket and it creates a link to the ticket where the comment was merged.

    The Linked Ticket app appears to have much of the functionality already in place. If it allowed me to pick any comment in the thread, not just the original description, and if it actually worked, that would be a step in the right direction.

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  • Andrew J
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    Hello Tom, the Linked Ticket App works - there must be a setting or fault in your helpdesk - presuming you are on a plan with support - just open a support request.  

    I agree an option to split out any reply would be good, I am picking this will be in the new features - @Max might give us an update :)

    Have you also tried shortening the time till the ticket closes?   

    Also - when we close a ticket we show three options for the user - reply to add a comment about this issue, new issue? open a new request here... and thirdly, search our KB for help...

    We've been doing email support for 7+ years on Zendesk - we found that the issue looms larger than it needs to at first.

    I still look forward to the option - but I'm beginning to wonder how much we'll use it now.

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  • Peter Coe
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    Tom's description of what he's looking for exactly matches our desired use case - create a new ticket from a specific customer response.  

    All our tickets are from e-mails, and they tend to have a very long life. It is very common for an incoming e-mail to be cc'ed to colleagues of the reporter, and the thread then gets hijacked by one of those people.  So the new request is in the same thread, but really has no linkage to the original request.  So I don't want a linked ticket, I want it cloned from a specific response.

    This would seem like an ideal use case for a macro, but I can't see how that can be implemented, so any pointers would be great, but even better would be the long promised Zendesk solution.

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  • Tom
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    Hi Andrew,

    The Linked Ticket app started working suddenly after the third try, very odd.

    I don't see those options when I close a ticket, I have a cheaper plan is probably why. 

    The issue for us is ongoing and continues to loom larger as we get more clients. I'm not holding my breath that Zendesk will actually keep their promises to add this feature after many years of all talk and no action. 

    I also discovered another reason the Linked Ticket app is not a good workaround: you can only use it once on a ticket. So if someone replies to the same ticket again with a different issue, there's no way to use that app to create another new ticket because it can only link to one other ticket at a time.

    And as Peter said above, I don't really need to link back to the original ticket, I just want an easy, simple way to move a comment out of one ticket into a new one. There are obviously ways this can be done as seen with other apps like the Linked Ticket app, and there have been many suggestions about how to do this over the past few years. 

    But for those who primarily handle support requests via email like we do, this is a big issue and continues to be. Zendesk seems to have lots of time to re-jig other things like the Manage Apps page that I've seen no one asking for, yet a feature like this that many people have asked them to please implement for the past 7 years is essentially ignored. ¯\_(ツ)_/¯ 

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  • Andrew J
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    Hello Tom,

    Modifying the time to close automation could well help you - and yes the ability to modify these automations is on a higher plan.  The option to convert a reply to a new ticket is likely be be on a higher plan too.

    It's very likely that Zendesk will add a feature like this - not sure how long you've been with them, but since this thread was opened there have been MASSES of improvements based on community suggestions.  I'm somewhat aware a few of the items in development too, and there's a fair bit in the pipeline.

    In this particular case, we're talking about something that can be done easily already (30 seconds maybe).  And you can do this as many times as you like.

    • Highlight reply - Ctrl-C (copy)
    • Ctrl-Alt-N (new ticket)
    • Ctrl-V (paste)
    • Add details to make it make sense (you'll have to do this on any extraction of a reply anyway)
    • Ctrl-Alt-O (submit as Open)

    Note - there is very unlikely to be an option to completely remove an irrelevant reply from an existing ticket; Zendesk are very firm on the integrity of the ticket. Rightly so.

     

     

     

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  • Daniel Journo
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    I was a little disappointed to be told that this feature is not available and that I have to use a workaround which doesnt really help. It happens daily to me that a client replies to a ticket with something else.

    This leads to issues getting buried in other issues within the same ticket making Zendesk worthless to me. At least with Outlook, I could save that separate issue quickly and easily by moving it into a special folder.

    Regarding the integrity rule, If a user has permission to delete a ticket, then it makes the ticket integrity rule redundant. Zendesk are taking the integrity of the tickets too far if it leads to customers being able to pollute tickets with irrelevant comments that should be moved to new or other existing tickets.

    I'd like to see the ability to actually move comments to new tickets, maybe leave a small note where the old comment used to be to satisfy the integrity rule. I'd also like to be able to move comments to existing tickets if the client replies to the wrong email.

    50% of my users reply to irrelevant tickets unfortunately.

    But from the sounds of the previous comment by AndrewJ, I'm not going to get the solution I'm looking for. :(

     

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