How do i stop tickets being sent to a NEW group, reattaching to the ORIGINAL group?

Hey there Peoplesafe Team!

I'm not sure I'm following the workflow exactly, but it sounds like you have an issue with tickets reverting to the original group after being re-assigned to a new one, is that correct? What I would recommend doing is double checking your ticket events and triggers. It sounds like a trigger may be reverting the ticket back to the original group.

If you have triggers setup to assign tickets to specific groups, I recommend using the condition "Ticket is created". That will prevent this type of behavior as the ticket group will only be set at the time of creation. This is discussed in greater detail here: The importance of the ticket is condition

Hi Molly

We currently use “ticket is created” in our triggers. A reminder of the main issue we’re encountering.

• A customer emails one of our Zendesk based departments, for example Finance
• Finance then responds to the customer and handles their request
• The customer then forwards the email on to another Zendesk based department, for example Support with another request
• The ticket with Finance will then reopen whilst the customer’s request should have gone to Support

This is currently happening every day and causing response SLA delays for our customers. It has also caused one of our teams to come off of Zendesk and prompted the company to look at alternitive solutions 

Hi Mo Elsopki

This is actually expected behavior from a Zendesk point of view. (Frustrating, I know!).

When Zendesk receives a forwarded email, even at a different email address, it looks for ticket identifiers which exist on a forwarded email.

You'll want to do one of the following:

1 Have your Finance moves the ticket to the Support queue.

2. Tell your customer NOT to forward but to create a whole new email.

3. Use your Support Portal (Guide) to bring in tickets, thus (hopefully) avoiding the email quirks.

I think you were spot on when saying "Frustrating, I know!"

We do option 1 already as we have no other choice. We can't inform all our customers not to forward, we already have this on our auto replies but it isn't effective. We use the support portal anyway but can't do this due to the volume of customers we have 

So, to clarify, customer emails Department A and then forwards the email to Department B but contains sensitive medical information that only Department B need to see. Instead of the intended department (Department B) seeing this Department A (the wrong department) will see this data? 

 

Mo Elsopki

I'm gathering that possibly one department is saying to the customer, please email xxx@ourcompany with the following info... 

And then the customer does that using forward, correct?

I would propose having Department A create a cloned ticket (there's a few apps for this, Split N Close is my favorite and just remove the close function) for Department B and create the ticket with a comment that asks the customer to reply only to this email with the requested information. 

What do you think?

This is a possibility but i'd say 99% of the time, the customer will just email another department off the back of a ticket being resolved. They won't be advised to email another department as we would reassign the ticket ourselves to the new department with an internal comment if that were the case

I wonder if you might have to set up 2 instances, 1 for PII type departments and 1 for non-PII departments. You can enable Ticket sharing if you still need to share some tickets.

I wish I could give you a better solution!