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Prevent Ticket Update from Closing the Tab

Answered


Posted Jan 29, 2019

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?


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7 comments

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Heather Rommel

Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

Hi @JacobN,

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":

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Thanks for this Heather. I really don't know how I missed that!

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@Heather R

Amazing answer!!!

Easy but It was hard to find before until see this answer!

Thank you!

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Hello, 

And is it possible to add switch from 'Close tab' to 'Stay on ticket' as an action in macros?

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Elissa Tikalsky

Zendesk Digital Resources Team

Hello @...,

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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is there any way to set stay in ticket as a default?

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Christine Diego

Zendesk Customer Care

Hi Steve,
 
This feature will enable each agent on your account to customize their settings to suit their preferences. Once "stay on ticket" is chosen, you're all set!

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