Reset Ticket Field Values for Follow-Up Tickets
Feature Request Summary:
Add the ability to reset ticket field values for follow-up tickets.
Description/Use Cases:
Customers often email our team from an old ticket, creating a follow-up ticket that has a lot of irrelevant information to the new ticket in the ticket fields.
Business impact of limitation or missing feature:
Removing individual tags when you have a large amount of tags (we have over 100) is not scalable and we cannot use the Remove Tags option because it removes all tags, even if we need specific ones to stay on the ticket. We just need to be able to reset the fields which generate the tags so we can start the ticket truly fresh with only the tags that should generate on it from the user/organization and not the ticket field value tags.
Other necessary information or resources:
This is being created in response to the https://support.zendesk.com/hc/en-us/articles/206233498?page=2#comment_1260800383449 article.
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As a design solution for this, there could be a checkbox within the Custom ticket field menu, such as the one for view/edit rights, identifying a field to either be kept or reset when brought into a follow-up ticket.
This option could be something available only through a feature flag in the Admin>Tickets menu, or equivalent, so that newbie users wouldn't mess with the setting by mistake.
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Very much needed function. I have so many customers that replies to old tickets that have nothing to do with the original ticket.
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We also have customers creating a follow-up ticket from a P1 (=Urgent, a custom field) ticket. The new ticket is also P1 automatically while it should not be. Is there a way to prevent pulling a specific ticket field from the old ticket when creating a follow-up ticket?
PS. I know Zendesk is not pulling the system field Priority. We cannot use the System field as we want to P1/P2/P3/P4 instead of Urgent/High/Normal/Low.
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Jun Qin - Since you can't blank out follow up tickets, we have a trigger to blank out follow-up tickets.
When it meets the below all conditions, we have a Remove Tags action to remove the tags associated with various fields. You could have the Remove Tags action remove your customer priority field tags. I have this setup for our custom priority field on our system (the low, medium, high, urgent tags) and it works great to blank out the fields.
This has been a great work around for our needs!
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I have the same solution with triggers. Sadly it doesn't work on TEXT fields so they still stay the same.
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Yes, having this feature would be a HUGE help to us. We have a lot of custom fields that are plain text, and these follow up tickets are very misleading.
For example, we support teachers who often provide a list of students who have all have a similar issue. We need that list to be in a plain text format; it cannot be a dropdown. There are several similar fields in the ticket form that are also plain text of necessity.
When the teacher creates a follow up via email, the new ticket has a whole list of students who do not really need help on this new ticket, as well as several other unrelated text fields. It is extremely confusing.
A couple of ideas....
- A setting to simply NOT bring forward ANY fields in a follow up ticket. This should be per brand or per form.
- A setting per ticket field as to whether that field should or should not carry forward into a follow up ticket.
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I have a numeric field I'd like to zero out on follow-up tickets and there is no way to do so.
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7 Comments