Prevent Ticket Update from Closing the TabAnswered
A while ago there was a change to Zendesk that made it so that whenever you click to set a ticket as open, pending, solved, etc, that the current ticket's tab closes and takes you onto the next tab.
This is quite disruptive to our workflow, as often we have internal comments to add after supplying a public response. I haven't been able to find anywhere in the settings to prevent this from happening, however there did used to be functionality for this. Is it still possible to stop the ticket tab from closing when submitting an update?
I know what you mean! I bet this setting will work for you. It's on the bottom of every ticket but once you set it, it's good to go. Each agent can set it differently for themselves. We prefer "Stay on Ticket":
Thanks for this Heather. I really don't know how I missed that!
Easy but It was hard to find before until see this answer!
And is it possible to add switch from 'Close tab' to 'Stay on ticket' as an action in macros?
This is a great idea, unfortunately it is not currently one of the Macro actions that is available. You can see more details on what macros are able to do in this article: Creating macros for tickets.
I definitely encourage you to post this idea in the Product Feedback area, maybe even reference this thread, to get it on the radar of our product team for potential future releases. You can do that here: Feedback on Support.
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