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Add ability to set Child Ticket fields via macro



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Aaron Doane

Zendesk Luminary

Posted Aug 07, 2024

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

We use Side Conversations to escalate tickets to our technical team. To do so, we use a macro that pre-fills the ticket comments with a troubleshooting guide to follow and assigns the appropriate group. What can't be done via the macro is default the “Set child ticket fields” options, which would save users multiple clicks. 

What problem do you see this solving? (1-2 sentences) 

This would save users on both teams time and eliminate the need for triggers to set the ticket form on the child ticket. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This is a daily task. Being able to automate this would save users clicks and enhance the user experience. 

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

When creating a side conversation, a use can manually select the option to set child ticket fields. Many users often forget to do this, but documentation and reminders to do so are the current work-around. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

When using the Macro option to create a Side Conversation, that option would include the prompt to set child ticket fields and allow you to configure which fields you want to set with the macro. 


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4 comments

This would be so helpful, my agents are always forgetting to to include the form and tag information from the parent ticket. 

 

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Salvador Vazquez

Zendesk Product Manager

Hi Aaron Doane 

Thank you for adding a new feedback to this topic. I've also updated the original thread but at this time it is not planned in our roadmap. As always please keep commenting and upvoting so we can keep track of requests. 

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Rudolph

Zendesk Luminary

Salvador Vazquez - Our company would also find this feature highly useful.

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