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Feature request: Clone ticket
Posted Jan 04, 2022
It would be nice if there would be an option to clone a ticket.
There are multiple situations where this could be helpfull. For example when someone mentions multiple separate issues (whitch requires different troubleshooting steps/a different follow up). That way you are able to clone all maunally filled in ticketfields and only change the product for example. This saves a lot of time especially if you have a very specific and extensive ticket form like us.
Another use case could be when you manually want to create a follow up ticket. Of course in that case it does copy the contact fields allready, but when you have a lot a manually filled in fields it can be quite a job to first copy everything.
I used this feature is Salesforce a lot, this would be a life saver :-)
9
6 comments
Matthew Cowperthwaite
Agree - this would be a great feature! For end users too, when there are multiple similar requests.
0
Pat
yes, that would be a helpful feature.
Adding a use case: we are categorizing all our tickets. Now, when a customer is replying to a solved ticket, with a new question, unrelated to the previous inquiry, it would be very helpful to split/clone the ticket to keep the two topics in separate tickets.
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Markus Schulz
A 'splitting/cloning' function would be really helpful. Sometimes customers use an old email to ask another question. This reopens an old ticket which has not connection to the new question.
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Gaurav Parbat
Hi all,
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
1
Dana B
This would be a fabulous feature! Too many times we have a client responding to a solved onboarding ticket with a question our general support team should be answering. This throws off the numbers in our Explore reporting. We have tried workarounds (creating a side conversation and sending it back to our support email address including the new email comments) however, it is cumbersome, does not report correctly and other issues arise.
All in all, a clone feature would be fantastic!
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Spencer Anderson
I appreciate you taking the time to read this feedback and for your consideration in this feature request. Cloning a ticket would be extremely helpful as a lot of times our customers want to close out one ticket due to its length, and start a new thread.
We try to push them to use Zendesk system, but customers are going to choose the medium that works best for them – which usually includes checking their updates via email.
Having a clone feature would save valuable time as our company uses a lot of fields and tags and manually copying those over could take 10 minutes or more. If we have to do that multiple times a day, it really adds up!
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