Recent searches


No recent searches

Binding tickets to incidents and problems using macros

Not Planned


Posted Sep 20, 2023

Hi team!

I find it a very interesting idea to add to macro actions the ability to attach tickets to an incident or problem ticket.

In this case, when incidents occur, it will be much easier for users to manage tickets without much trouble.
I think it would be very useful for all zendesk users, besides I think this idea for functionality lies on the surface. 


30

8

8 comments

This is a much needed change for Zendesk. Because I very often spend extra time when I need to separately add a ticket to the problem. And this change will help to immediately connect to the problem and solve other issues.

8


I agree. We use macro to link all tickets related to the specific incident. In macro settings you can set a status "incident", but then you can't select the problem. This is the only thing agents need to do manually

4


It's a cool idea. This will significantly reduce the time spent on a ticket and make the agent's job easier. It also minimizes the number of tickets that will remain unattached to the problem when a massive incident occurs due to agent inattention. 

3


This is a very cool idea, because it will really save the agent's time, and it will also reduce the number of unrelated chats.

3


image avatar

Scott Allison

Zendesk Product Manager

Thank you everyone for continuing to upvote this. This is not on our roadmap for this year, so I have changed the status of this to Not Planned, for now. 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.

This year we have a lot of exciting investments in product capabilities planned. Join us next month at Relate to find out more. You can attend in person or stream the product keynote online.

Thank you again for your continued feedback, it's really appreciated.

-2


Scott Allison Sorry, but I am really disappointed. In this case you should not tell your customers you have incident management tool at all. This tool should allow handling the large number of tickets that are created usually during incidents. If manual action is required due to the lack of this feature, this cannot be scalable 

1


Totally agree with Slava Skorbezh. During the incident the agent has to do a lot of routine manual work, and this increases the time of ticket processing.
I am very disappointed to hear from you that such a improvement is not in the plans for this year

0


Hi All,

We have recently updated our Extended Macros app on the Zendesk marketplace to add in the functionality to set a linked problem ticket via macro.  The app is free, so please try it out here and see if it can help you out with this use case.

Cheers ~~

0


Please sign in to leave a comment.

Didn't find what you're looking for?

New post