Update when I "take it"

8 Comments

  • Carlos B

    Any update on this? Our company is experiencing the same issue. There has to be an easier way to assign a ticket to yourself in order to avoid someone else also answering the same ticket.

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  • Nicole S.
    Zendesk Community Team

    Hi Carlos -

    The low engagement on this request indicates that it's not high priority for many users, so the product team has not yet looked into this suggestion.

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  • Michael

    We are having this issue as well.

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  • Nicole S.
    Zendesk Community Team

    Hi all - 

    The workaround solution for this is to select "stay on ticket" in the lower right-hand corner next to the status button, hit "take it" and then submit. This will save that you have taken the ticket and not kick you out of the ticket so you can easily continue working on it. 

    We'll continue to keep this thread open to collect votes and use-cases, but I wanted to offer up that suggestion in the meantime. 

     

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  • Michael

    Perfect, thank you for this!

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  • Barrett Brewington

    Good morning, almost afternoon.

    My company is new to Zendesk and we are having a hard time getting around this feature. The system we just migrated from automatically updated the ticket once an agent accepted ownership.

    Is there any other work around to make the system update a ticket when a user clicks "Take It"?

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  • Dan Cooper
    Community Moderator

    Hi Barrett Brewington,

    Take it is a simple tool that helps in most cases, but may not work for all use cases.  If you are trying to solve for agent collision, Zendesk will show you if another agent is on a ticket to help you prevent two agents from working on the same ticket.  If you are trying to reduce clicks, take it can't be edited for this and you'd have to look at some further customization. 

    I'll detail a possible way you can handle it, but it's really not a simple solution for someone new to Zendesk.  If custom development is not what you are looking for, feel free to ignore what follows. It involves building an app using the Zendesk App Framework, but you could also just do the update via the API that I link below as well. However, if you have a developer on your team, it could be a fairly low level application that could help them get started building better apps on Zendesk. 

    You could accomplish this with the an app that looks for changes to the assignee field and then have the app submit the ticket after a short period of time (to avoid submitting changes non-stop as you scroll through entries).

    You'd want to start with a ticket change event. You might consider ticket.assignee.user.email.changed but that wouldn't account for a ticket assigned to yourself but in a different group, so you might have to add other logic for ticket.assignee.group.id.changed.  The app would fire whatever you tell it to based on that change when it happens, so you'd want to add a wait period to avoid a scroll condition from saving a ticket repeatedly, but once your time period is done. You could user the Update Ticket API to pass the current value from the assignee field into the ticket. 

    However, once you've gone this far, you could just write an app that look you up and submits this API call without having to monitor the field as well (replacing the Take it link altogether since it's not customizable anyway). In this scenario you'd have your own custom Take it button in the ticket sidebar that would assign and save the ticket using the Update Ticket API (or the Create Ticket API if it's a new ticket).

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  • Jonathan March
    Community Moderator

    Barrett Brewington 

    > OR decide to “take it”, then hit “Submit”, get kicked out to the main page, find the ticket I just took, and go back into it. To me, that is also a big waste of time.

    A much easier alternative (which also has the benefit that when you submit a change you can actually see what you've just done to be sure that it's what you wanted), it to  just change the submit default from “Close ticket” to “Stay on ticket”.

    > When I am on a ticket, the page will update, without refreshing, when someone else makes any update to the ticket. So why can it not update when I select “take it” to assign a ticket to myself?

    The page only auto-updates when someone else SUBMITs an update and locks it in. In the ZD model , the fact that your changes don’t get locked in until you submit, is a feature, not a bug.

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