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

66 Comments

  • Robin Hoese
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    60 comments over 7 years and it still didn't make the prioritisation list? Folks, this isn't some nice-to-have idea, this seems like basic functionality that should have been included from the start.

    2
  • Gasper Jubani
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    @Robin, the numbers here do not represent at all how serious this issue is. We all have landed here after we have discovered this flawed on the system. There are many Zendesk users out there that have no idea that this issue even exists.

    0
  • 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.

    1
  • Nook Hutasuwan
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    +1 please

    0
  • Dennis Duin
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    Bump

    0
  • 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. 

    1

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