Feature Request: Add Project for Ticket type with Tasks under the Project

5 Comments

  • Nicole S. - Community Manager
    Zendesk Community Team

    Thanks for the feedback, Adam, and welcome to the Zendesk Community! I've moved your post over to the appropriate feedback topic, so that our product managers will see it.

    Can you tell us more about your use case? i.e. why you want to have "Project" added to the ticket type, and what your workflow is like? Also, how are you solving the problem today, and what about that isn't working well?

    These details help our product managers understand the problem they need to solve for.

    Thanks!

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  • Adam Boggs

    Tickets will come in with a broad subject and a list of items a clients needs.  
    With the way it is now it's assigned as a Task.  Different tech's will be assigned to or cc'd to the ticket because based on different work need by the client.

    As the jobs are completed each person fills in their part of the ticket.  A few issues arise such as internal and external notes are jumbled together between people that have been communicating and working different parts of the ticket.  Another issue is, when is it time to close the ticket?  It's difficult to see when a ticket is ready to be set to Solved as a project leader / manager.  Seeing that the Tasks are closed under a project would be very helpful to us.

    I would like to be able to create Task tickets that are part of a project.  This way the person that's work on that part of the project is the assignee.  Also as tasks are completed a project manager can see what's been done and what's remaining.

    I know we can create multiple task, but having the grouped under a project would keep things more focused.

    I hope this helps.

    Thank you!

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  • Nicole S. - Community Manager
    Zendesk Community Team

    Thanks for taking the time to share the additional detail, Adam!

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  • Adam Boggs

    You're welcome.  What are the next steps?

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  • Leah
    Zendesk Voice of Customer Team

    Hey Adam, 

    I'm on our Voice of Customer team and have a few more questions if thats ok...

    I looked up your subdomain and it looks like your part of Technology Solutions of SC, is that right? So is the workflow that you get a request from a customer who is a university or school? And then they'll lay out the various needs they have to help with their network set up and that will require a variety of techs.

    Then (going to keep going here assuming I'm right) do these techs swarm on a ticket? A.k.a do they work on the ticket at the same time? Or does it get assigned to each tech as it makes it's way through all the things you need.

    Do you want the project to help your techs understand who to pass the ticket to next or is it more for reporting purposes for your project manager to make sure everyones doing what they're supposed to to meet a ticket on time?

    Thanks for the additional info! All this detail not only helps us understand your use case better so we can advocate for your need with product but also helps us understand if maybe there's a solution out there that our other customers with the same use case have implemented. 

     

     

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