Preserve Group and Assignee for user-generated follow-up tickets

73 Comments

  • Bryan Myint
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    We would definitely love this feature as well.  Seems like it only makes sense that the follow up ticket retains that last ticket assignee property when its re-opened.

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  • Luiz Faias
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    Hey guys,

    I had the same question from a customer and found this article in our Support Tips & notes section: How to assign a follow up ticket to the assignee on the closed ticket.

    Hope that helps!

    Best regards.

    ___

    Edited to correct link.

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  • Chad Dodds
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    Any updates on this? It seems like the follow-up ticket should at least be assigned to the same group as before, if not the specific agent.

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  • Joshua Bentley
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    Based on what I've read in this thread, it seems like an easy solution (or at least a workaround) would be to have the system automatically assign follow-ups to the agent and if that agent is no longer active, assign the ticket to that agent's group so someone else can pick it up.

    In the interim, I'd like to recommend an app like Round Robin. We started using it over a year ago so we could set it up to use a round robin ticket assignment method so you don't have to worry about agents cherry picking tickets. But it just dawned on me that it could potentially be used in the situation we're discussing in this thread.

    It could be set up to look at a specific view and assign those tickets out to the agents you want. Admittedly, it wouldn't go to the same agent, but at least they'd get assigned out and could be reassigned by agents if necessary.

    I just set it up and it seems like it'll serve as a workaround until/unless ZD puts this in as default functionality.

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  • Jacob Bockelmann
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    Hi Nicole Relyea,

    I don't recall the article name but if you search your archives by any of these strings you should be able to find it as they're verbatim from the article:

    The names of the targets used:

    "Set Original Assignee ID"

    "Set Original Group ID"

    "Set Assignee from Original Assignee ID"

    "Set Group from Original Group ID"

     

    Trigger names:

    "Follow-Up Ticket Routing to orig. Assignee - trigger 1"

    "Follow-Up Ticket Routing to orig. Assignee - trigger 2"

    "Follow-Up Ticket Routing to orig. Assignee - trigger 3"

     

    A particular tag name:
    "wait_for_assignee"

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  • Jacob Bockelmann
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    Hi Nicole,

    That's a bummer because it's the only scaleable solution to route follow-up tickets to the original assignee and group which is a completely reasonable feature request. We have over 200 agents and I'm not going to create and maintain a tag + trigger per agent to achieve this functionality. Friction like this adds up and makes Zendesk a real challenge to use as our agent base has grown.

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  • Evelia Casales
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    We need this asap! We have 2 different operations (USA and Brazil). There are to many people to create 3 triggers by agent.

    Please, consider this feature at the very soon future.

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  • Scott Nishizaki
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    +1 for this feature.  We could really use this.  Way too many agents to build individual tags and triggers.

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  • Lila Kingsley
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    Another +1  here. 

    We do not find the only currently available workaround (agent specific tags + trigger) viable.  This is due to volume of agents/triggers/tags as many folks have mentioned already, AND, because for us, we would want to reassign to the original group NOT the agent. It's a shame this hasn't been addressed in 6 years, as there is a clear desire from your customer base for a configurable solution!  

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  • Violeta Micu
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    Another one here :(

    Please help us, we have too many agents 

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  • Kate Styer
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    This is something that has been an issue for us for awhile.  An update that would include this ability would be extremely welcome.  The level of effort to locate the previous group and assignee is high and teams could save a tremendous amount of work if this were possible.

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  • Ben Owen
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    +1 for this feature! A lot of follow up tickets come from tickets solved by our tier 2 agents who aren't always checking for new tickets. The follow up ticket contains a link to the previous issue and all the tags, why can't it bring up the old assignee?

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  • Philippe Rambaud
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    +1, this is very much needed. We have 150 agents, 9 countries, 90 groups. Routing is essential. 

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  • Julian Morsing
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    +1

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  • Nicole - Community Manager
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    Hi all,

    Quick update here - this is an area of the product currently awaiting the arrival of a new product manager. I've added this to the list of threads for the new PM to review as soon as they start. It may be a little while before we can get back to you about this, but we are keeping it on the radar. Thank you for your comments and for your patience!

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  • Miriam
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    +1000 - I very much agree with the above and I'm so surprised that the follow-ups do not inherit the previous tickets group and assignment by default. Like other people have mentioned already, with a high agent count creating 3 triggers per agent is just too much. Excited for the new PM and hopeful that this will be triaged soon!!!

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  • Senthil Ponnusamy
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    +1

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  • Melissa Blanding
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    Adding my vote to prioritizing this feature in Zendesk.   We just recently discovered we had 100's of tickets that were out in limbo that we weren't aware of because of this problem which leads of course to a terrible experience for our customers.      I hope that you will consider pulling this out of your backlog and prioritizing it soon!

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  • Robin Hoese
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    @Gasper, the crux here is in 'discovered'. Regardless of the company or specific use case, I think we can work off of a few assumptions:

    • The vast majority of ZD email users will have a need for somewhat persistent Groups and Agent assignments
    • All of these users are likely to use some form of trigger to assign to these Groups (unless contact volume is so low that all of that sorting is done manually)
    • It is impossible to predict or prevents end-customers from replying to emails after an indefinite amount of time, creating follow up cases.

    This alone tells us, that many, if not all users, will receive follow-up tickets and have a need to treat those tickets in the same way than the original case, whether the reply comes after 1h hour or 1 month. 

    It would be feasible to either transfer all the data of the parent ticket, including group/agent assignment, to the follow-up or transfer none of it and treat the follow-up like a new case, trusting your triggers to route them the same way as they'd done before.

    However, somewhere in the design there was a deliberate decision to only transfer partial data, making it impossible for a trigger to distinguish between an already routed open case and a follow-up case, entirely without group/agent assignment.

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  • Erin Eskew
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    Hi! I think this would be a great feature to have since a lot of end users follow-up and expect to be speaking to the same agent. 

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  • Aaron Cooper
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    +1. This should be standard functionality within a ticketing system.

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  • Brendan Dodgson
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    +1. This should be standard functionality within a ticketing system.

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  • Colin Piper
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    My workflow probably differs from others. When a customer replies to a closed ticket (bearing in mind that they agreed to the closure), it is typically with a new issue. I want tot control what group is assigned that ticket. 

    I guess we are all going to be different.

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  • emmanuel Toussaint
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    Don't know for all of you. But the How to assign a follow up ticket to the assignee on the closed ticket. isn't clear enough for me. Anyone to post screen shots or video how to do it?

     ___

     Edited to correct link.

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  • Amanda Yu
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    This article lays out how to auto-assign back to the assignee with the use of tags/triggers: https://support.zendesk.com/hc/en-us/articles/115006932567-How-to-assign-a-follow-up-ticket-to-the-assignee-on-the-closed-ticket

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  • Nicole - Community Manager
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    Hey Jacob - 

    Thanks for sharing how you worked around this. I have flagged this post for Product to review. 

    I'll see if I can find out what happened to that support tip. Usually when things are archived it's because they've been deprecated. Do you remember what it was called at all? 

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  • Nicole - Community Manager
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    Hi Collin - 

    I am sorry for your frustration. We receive hundreds of feature requests every month, and have to constantly prioritize them. 

    That being said, I have flagged this for the product team, and am hopeful that they'll let us know whether this is something under consideration for a future roadmap. 

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  • Serge BERTAINA DUBOIS
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    Hello
    I think the 2 questions need to be treated.

    Regards,
    Serge.

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  • Pedro Rodrigues
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    A question for everyone out there: how do you identify a follow-up created from a closed Facebook or Twitter ticket?

    Since we can't add a "Channel is Closed Ticket" condition (because in this case the channel is Facebook/Twitter), what element(s) allow(s) us to properly act on this kind of follow-up?

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  • Gasper Jubani
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    We are also having so many issues without this feature as follow-ups just get lost .. Agents have their queues where they look for their daily work .. these tickets land nowhere as no rules are applied to them. Please add this!

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