Add more than one requester at the same ticket
AnsweredHello, i would like to add more than one requester when i`m opening a new ticket or add more requesters to an open ticket.
The reason is because it`s normal to have more than one person requesting the same thing.
Example:
Requester one wants a new functionay on the system, he wants to receive an warning when he have to pays his bills.
Days later the requester two wants the same thing.
I think it would be better to just add a new requester on the open ticket in this case, rather than create a new ticket.
This would buy us (users) a lot of time, and would be easier to find the number which how many people want the same thing, which would help the analyst to put as priority.
Thank you!
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Official comment
While there isn't functionality for having two requesters on the same ticket, you could depending on your use-case, make problem tickets.
As a best practice, you could create an incident that links the initial "problem." This way, when the feature you mentioned comes to the product, you can send one response to the "problem" and all of the "incidents" will receive the same response. Check out working with problem and incident tickets.
If you were to add a "requestor" to the ticket, it would share user data/information that you may not necessarily want shared amongst your users. You wouldn't add them as a requestor, as much as you would add them as a CC. This is how you would configure CC and follower permissions.
For your analyst, I would recommend creating a custom ticket field that way your analyst can pull data from your tickets and run reports based on what your end users are writing in about. This is the information reporting with custom fields.
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Hello Daniel Schultz,
Ok, I will check it out.
Thank you!
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Any Update with that?
"While there isn't functionality for having two requesters on the same ticket" - I disagree. We usually use more than one requesters.
Y.
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Hi Yaniv Dayan,
Within Zendesk Support, a ticket can only have a single requestor. Systematically it is not possible to have multiple requestors listed on a single ticket. You can utilize the CC & Followers if you would like to have multiple people included in replies, but there can only be a single person who claims ownership over the ticket. Alternatively, you could utilize the problem and incident tickets to relate multiple tickets to a single problem.
In instances where there are multiple requestors, each of those requestor's tickets would be considered incidents, and their unified message/issue would be considered the singular problem that the incidents are linked to.
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