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

Answered

81 Comments

  • Jiri Fait

    Definitely a +1 here too. We use the triggers (tags) to manage this but it would be much easier if it was pre-built indeed.

    1
  • Malte Hübner

    +1 

    1
  • Greg Flanagan

    This should be fixed by now, folks. Please.

    1
  • Amy Westcott
     
    1
  • Cindy

    This post is from over 8 years ago and obviously a lot of Zendesk customers need this - how is it possible this feature is still not implemented? 

    1
  • Colin Piper

    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.

    0
  • emmanuel Toussaint

    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.

    0
  • Amanda Yu

    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

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    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? 

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    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. 

    0
  • Serge Bertaina Dubois

    Hello
    I think the 2 questions need to be treated.

    Regards,
    Serge.

    0
  • Pedro Rodrigues

    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?

    0
  • Gasper Jubani

    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!

    0
  • Nelson Oliveira

    + 1

    At least assignment to Group would ensure it is managed properly

    0
  • Rich Lorenzo

    @Melissa I hear you! The potential for tickets getting lost due to this product shortcoming is very real!

    Two things I'm doing that could help you with this going forward:

    1. Create a ticket field called something like "Requested Through" and create your own concept of ticket channel. This will allow you to always have a tag on the original ticket to help inform ticket routing for when the ticket is generated through the "Closed Ticket" channel. Since the follow up ticket inherits the tags of the originating ticket you can use a trigger to evaluate the tags on the follow up ticket to see where it came in through (if you have more than one support address routing to more than one group this will be particularly useful) and then you can route the follow up ticket the same way you routed the original ticket. You'll need a second "closed tickets" trigger for every support address or ticket channel but this will at least make sure that these follow up tickets get routed to a group.

    2. Create a view to monitor for tickets that are requested through the closed tickets channel and have no group assigned. This will help you notice when you missed something in setting up step #1.

    0
  • Amber Barnes

    Adding my +1!

    We have a very high volume of tickets, and follow-ups tend to get neglected due to this issue and creates a poor end-user (requester) experience.

     

     

    0
  • Melissa Blanding

    Thanks @Rich.      I have a report set up now to monitor for unassigned tickets and your suggestion gave me a great idea!     Rather than create a second set of triggers for closed tickets, I'm thinking I'll just have my original "Assign" triggers both add and check for specific tags on each group we use in our support organization.    That should cut down on the overall trigger maintenance and simplify the process for us.     The only thing I'm not sure of is if the tag already exists will it re-add it again on the ticket on responses.      Either way still beats losing the tickets all together.   Thanks for your suggestion!!

    0
  • Andrew J
    Community Moderator

    The Agent Activity Tags app, may help with this.  It will automatically tag every ticket an agent works on. This does not automatically clear tags, so you will see tags from multiple agents if they get moved around a bit.

    From this you could set up triggers for reassigning if tickets reopen. For groups, your trigger could be set to 'contains any' of a list of agent tags.  Multiple tags could cause an issue as presumably the last matching trigger in the list would make the call on who it goes to. Depending on your situation, this may be manageable.

    Disclaimer: We are the developers of the app mentioned.

    0
  • Andrew J
    Community Moderator

    Sorry - I should have said: the above may help because tags are preserved in followup tickets.

    0
  • Mark Schäfermann

    +1

    this goes right to the list of obvious missing features

    the deeper you work with Zendesk the more you ask yourself why a lot of functions are only implemented half baked.

    What could possibly be a good reason to have the follow up ticket created without a group and requiring manual assignment. and no, adding triggers for this is not the way to go. I already have too many triggers fixing missing SLA integrations.

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Jacob - 

    I did find the article. It was archived because it is not a recommended or supported workflow because it uses URL targets to update resources within a Zendesk, which can cause all sorts of problems, so we try to discourage its use. 

    -3

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