Preserve Group and Assignee for user-generated follow-up tickets

101 Comments

  • Cindy

    This post is from over 8 years ago and obviously a lot of Zendesk customers need this - how is it possible this feature is still not implemented? 

    2
  • Carrie Modon

    We have created a special view to capture all tickets that have no group and no assignee so as to not 'lose' these tickets.  It would be very helpful if the last group/assignee would be carried forward to the follow up ticket so that these tickets are not delayed in any way from being routed to an appropriate resource.

    1
  • Sébastien Bourrut Lacouture

    Also very interested in this

    1
  • Stuart Duff

    This would be a fantastic functionality to add to the system and would save a lot of manual assigning.

    1
  • Tonmoy Ghosh

    I agree with all the comments made thus far. If a follow up ticket already has linkage with the original ticket, why wouldnt it be able to inherit data from the original email.  

    1
  • Trudy Gibson

    Same problem here.  And because only 2 agents can see everything, only they can action these which is not ideal.

    1
  • Dave Dancsecs

    I agree with the above and I'm very surprised that the follow-ups do not inherit the previous tickets group and assignment by default

    1
  • Ashley Clayton

    It could be a feature that's able to be toggled on or off like some of the account settings. 

    We use ours to manage our design tickets and like to keep each customer working with a particular designer for efficiency and customer relationship building. 

    1
  • Amy wilkins

    I am disappointed this isn't already a feature, particularly as we have multiple brands and groups and the follow-up tickets don't get automatically triaged anywhere and just sit there for far too long before anyone notices them.

    1
  • Bryan Myint

    We would definitely love this feature as well.  Seems like it only makes sense that the follow up ticket retains that last ticket assignee property when its re-opened.

    1
  • Joshua Bentley

    Based on what I've read in this thread, it seems like an easy solution (or at least a workaround) would be to have the system automatically assign follow-ups to the agent and if that agent is no longer active, assign the ticket to that agent's group so someone else can pick it up.

    In the interim, I'd like to recommend an app like Round Robin. We started using it over a year ago so we could set it up to use a round robin ticket assignment method so you don't have to worry about agents cherry picking tickets. But it just dawned on me that it could potentially be used in the situation we're discussing in this thread.

    It could be set up to look at a specific view and assign those tickets out to the agents you want. Admittedly, it wouldn't go to the same agent, but at least they'd get assigned out and could be reassigned by agents if necessary.

    I just set it up and it seems like it'll serve as a workaround until/unless ZD puts this in as default functionality.

    1
  • Jacob Bockelmann

    Hi Nicole,

    That's a bummer because it's the only scaleable solution to route follow-up tickets to the original assignee and group which is a completely reasonable feature request. We have over 200 agents and I'm not going to create and maintain a tag + trigger per agent to achieve this functionality. Friction like this adds up and makes Zendesk a real challenge to use as our agent base has grown.

    1
  • Collin Cunninghame

    It's frustrating that this has been outstanding for so many years. I had to create **74** distinct triggers to preserve group assignment and priority in follow up tickets. I'd need to add hundreds more to keep the assignee. But the alternative is follow-ups to our highest priority, specialized tickets winding up at the end of our default queue.

    1
  • I wonder how Zendesk guys solve this issue in their support.

    The fact that a follow-up to a closed ticket doesn't preserve the initial group is mind-boggling.

     

    1
  • Evelia Casales

    We need this asap! We have 2 different operations (USA and Brazil). There are to many people to create 3 triggers by agent.

    Please, consider this feature at the very soon future.

    1
  • Scott Nishizaki

    +1 for this feature.  We could really use this.  Way too many agents to build individual tags and triggers.

    1
  • Lila Kingsley

    Another +1  here. 

    We do not find the only currently available workaround (agent specific tags + trigger) viable.  This is due to volume of agents/triggers/tags as many folks have mentioned already, AND, because for us, we would want to reassign to the original group NOT the agent. It's a shame this hasn't been addressed in 6 years, as there is a clear desire from your customer base for a configurable solution!  

    1
  • Violeta Micu
    Community Moderator

    Another one here :(

    Please help us, we have too many agents 

    1
  • William Flaugher

    I was just googling to see how others have been addressing the issue and am stunned to see that it hasn't been built into the product in the 6yrs since this thread was created.

    Adding my name into the hat of people who would like follow-up tickets to retain the group (if not assignee) or the original ticket.

    1
  • Kate

    This is something that has been an issue for us for awhile.  An update that would include this ability would be extremely welcome.  The level of effort to locate the previous group and assignee is high and teams could save a tremendous amount of work if this were possible.

    1
  • Ben Owen

    +1 for this feature! A lot of follow up tickets come from tickets solved by our tier 2 agents who aren't always checking for new tickets. The follow up ticket contains a link to the previous issue and all the tags, why can't it bring up the old assignee?

    1
  • Philippe Rambaud

    +1, this is very much needed. We have 150 agents, 9 countries, 90 groups. Routing is essential. 

    1
  • Julian Morsing

    +1

    1
  • Nicole Saunders
    Zendesk Community Manager

    Hi all,

    Quick update here - this is an area of the product currently awaiting the arrival of a new product manager. I've added this to the list of threads for the new PM to review as soon as they start. It may be a little while before we can get back to you about this, but we are keeping it on the radar. Thank you for your comments and for your patience!

    1
  • Noom

    +1000 - I very much agree with the above and I'm so surprised that the follow-ups do not inherit the previous tickets group and assignment by default. Like other people have mentioned already, with a high agent count creating 3 triggers per agent is just too much. Excited for the new PM and hopeful that this will be triaged soon!!!

    1
  • Senthil

    +1

    1
  • Melissa Blanding

    Adding my vote to prioritizing this feature in Zendesk.   We just recently discovered we had 100's of tickets that were out in limbo that we weren't aware of because of this problem which leads of course to a terrible experience for our customers.      I hope that you will consider pulling this out of your backlog and prioritizing it soon!

    1
  • Gasper Jubani

    @Robin, the numbers here do not represent at all how serious this issue is. We all have landed here after we have discovered this flawed on the system. There are many Zendesk users out there that have no idea that this issue even exists.

    1
  • Dennis Duin

    Bump

    1
  • Brendan Dodgson

    +1. This should be standard functionality within a ticketing system.

    1

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