Zendesk Clone Ticket App Enhancement

8 Comments

  • Nicole S.
    Zendesk Community Team

    Thanks for that feedback, Brad. We'll make sure the developer is aware of the request. 

    We'd also be interested to hear whether this would be useful for other users? 

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  • Stephen Belleau

    Absolutely, this would be useful! I'm sure I've seen another larger thread on this same topic with a bunch of users, but I can't seem to find it when I search :( 

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  • Michael Konstantin

    I agree with this, but maybe have it where there is an option to clone the attachments or not. I say this, as there are some instances where the attachments are needed with the clone, but most cases don't require them.

    To provide some insight into how we are currently using the "Clone Ticket" app, we use it for our Change Management processes, where we generate RFCs to be reviewed for implementation into our Production instances. Because those all utilize the same details with minor adjustments, we use the "Clone Ticket" to assist with those. With all of these, we attach a spreadsheet that includes the RPN (i.e. Risk Priority Number) details, to identify how impactful the RFC work will be. Also attached, are screenshots of the work that will be performed, which could be the same level of work (minor adjustments) as other RFCs.

    We don't always need to carry over the attachments, but in some scenarios, we may need to. Today, we just re-upload (with the minor changes made) the spreadsheet and any necessary screenshots. As such, I would opt more for a checkbox or some other way of having the choice to include attachments or not.

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  • Michael Konstantin

    Another "Enhancement" request: The ability to set the "Assignee" of the cloned ticket upon generation, or at least have the cloned ticket get auto-assigned to the individual that generated the clone.

    As it stands today, if the "Assignee" is not the person that clicks on "Create Clones of this Ticket", it auto-assigns to the Group of the individual that was the "Assignee" of the originating ticket. This can be cumbersome to locate, if tickets are improperly labeled (i.e. Subject is the same as other tickets). Currently, I am looking to find a way to build a Trigger to work around this, but this would be a nice feature to have in the application.

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  • Jeff Billark

    I use the clone ticket a lot for new-hire onboarding, the original ticket is used for the creation of the base accounts, but then I clone the ticket multiple times for:

    - phone assignment

    - building access badge

    - desk assignment

    - computer assignment

    - etc

     

    each having different assignment from the original ticket, but each clone keeps the original assignee, so I have to ":own:" all these clones, using the Followers and CC fields to route the email chatter.  I'm actually contemplating just copy/pasting the tickets for now.

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  • Michael Konstantin

    Jeff Billark,

    Funny you mention using the app for your New Hire process, as I was looking at that (briefly) as an option to support our EMP processes, but am now looking at a different way of handling this.

    For perspective, we currently have our EMP process setup using MS Forms and Power Automate (formerly MS Flow), but are now looking to migrate this all into Zendesk. The problem is that Zendesk doesn't natively support the various steps/tickets that would be needed.

    With that being said, I am currently in the process of building out (what I believe should work) a process that will utilize a combination of a Form, Macro/s, Tags, Email Addresses and Triggers, and using JSON code within the Triggers to properly generate new tickets for the various Groups. If everything works as I'm thinking this should, I can provide you with my configurations to see if that is something that will benefit you in your Use Case.

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  • Jeff Billark

    we're also using Forms and Power Automate, it appends the hiring data into a Sharepoint list and then sends email to our Zendesk email channel.  I like you process, so yes, please share if you can when done.  Thank you

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  • Brad Bilotta

    @Michael and @Jeff, I am also trying to build an on-boarding workflow using Power Automate and other products I would appreciate a look at the code also when you have it.  Would love to have all of this in Zendesk, if possible.

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