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Escalation: Update existing rather than create new

Answered


Posted Mar 21, 2022

Hi All,

 

Rather than a new ticket being created when users Escalate a ticket using the Escalation Form is there a way to update the existing ticket by adding comments, assigning to a new group etc?

Morris


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3 comments

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ZZ Graeme Carmichael

Community Moderator

Morris

For active tickets, it is normally best to leave priority and group assignment to agents rather than end users. But you can include a check box ‘please escalate’ for a user to flag a problem ticket.

With that, you can either make a view for an agent to review or use a trigger to take action. For example, set a priority or notify an agent group. If you do use a trigger, include an action to reset the check box.

 

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Thanks Graeme,

My thoughts exactly.  I've been asked to tackle the issue and my initial thought was why have we created an Escalation form that just creates another ticket?  I initially thought this form was out of the box but turns out it wasn't.

Time to re-built the process i think.

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DJ Buenavista Jr.

Zendesk Customer Care

Hi Morris,
 
I would agree with Graeme's suggestion to include a checkbox instead of creating a new form which will create a new ticket that might confuse or cause issues since there will be multiple tickets and to only have one channel of communication with the customer.
 
Kind regards, 

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