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

73 Comments

  • Nelson Oliveira
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    + 1

    At least assignment to Group would ensure it is managed properly

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  • Rich Lorenzo
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    @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.

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  • Amber Barnes
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    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.

     

     

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  • Melissa Blanding
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    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!!

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  • 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.

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  • Nook Hutasuwan
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    +1 please

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  • Dennis Duin
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    Bump

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  • Jorge
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    One more on the waitlist for this feature to be developed. Any news from the new Product Manager?

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  • Izabella Stepniak
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    I am also waiting on this. We have a lot of tickets and agents and get follow up tickets all the time what get assigned to all agents and we need to re-assign them to the agents.

    It would be such a help to have this issue solved

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  • Delphine Pougnard
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    Looking forward having a new feature/solution that would automatically assign the followup ticket to the original Group as today they are just falling into the cracks

    The workaround that was suggested so far is not realistic for companies with many agents & turnover in the teams.

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  • Izabella Stepniak
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    yes, Delphine Pougnard I think so, too.

    We are too many agents to arrange a workaround like the one suggested for every agent.

     

     

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  • Jiri Fait
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    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.

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  • Nicole - Community Manager
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    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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