Mikkel Linnebjerg

Hi Edwin!

Based on what you describe I believe that you would actually be able to acchive this through the use of Conditional Fields.

You can have a ticket-field at the top of your request form that would ask; "what type of user are you?" and based on the value selected by the user, different ticket fields could be shown (e.g. a ticket field like "employee ID" would only be shown when the "employee" is selected in the "what type of user are you?"-field, and a ticket field like "membership number" would only be shown when the "customer" is selected.

Please let me know if this helped you with your problem. Otherwise, please let me know.   

#helpsome regards,
Mikkel Linnebjerg
Zendesk Consultant @ helphouse.io

Hi Rich!

If I understand your question correctly this is what you are looking for, right?  

This will show you the results of what people have been searching for in your Help Center.

If you click through the different tabs (displayed at the number 3). Here you can see "total results", "results with no data", and "searches that lead to users creating a ticket", ect.    

I hope that this has helped answer your problem. Otherwise, please let me know.  

#helpsome regards,
Mikkel Linnebjerg
Zendesk Consultant @ helphouse.io

Hi Phil!

Just to be completely sure that I understand your request; you do mean when a ticket is set to status "Closed" and the customer replies to this ticket you would like a new ticket to be created, is that correct?
If I understood this correctly then it is already a natively handled part of Zendesk.

 

When a ticket is set to status "Closed" (most likely through the use of an automation) it becomes "Immuteable", which means that the properties of the tickets are no longer possible to alter. This is also indicated in the ticket through the text appearing on the submit button (now changed to "Create a follow-up")

 

If the customer, however, decides to makes a reply to this ticket or you/your agents press the "create follow-up"-button manually, the following will happen:

• A brand new ticket will be created (in the example below the ticket has ID#58 and the original ticket has ID#27
• The subject text will by default be named "Re:" + the subject text of the original ticket. 
• The new ticket (ID #58) can now be submittet to a new status and will then 'live' as any other new ticket you recive or create manually.   

 

Inside the new ticket you will be able to see the ticket ID of the original ticket while also being able to click on the orginal ticket ID, which will open the original ticket (allowing you to view its original content, but not make changes to it)  

 

Please let me know if this helped anwser you question and contributed towards a solution to your issue.

 

#helpsome regards,
Mikkel Linnebjerg
Zendesk Consultant @ helphouse.io

Hi Melvin,

Just to create some context for this issue of yours; When you @mention one of your agents in a ticket (as a private/internal comment), the selected agent does not receive a notification or email (outside of your Zendesk instance) regarding this, is that correctly understood? 

If I understand this correctly, you don't need an actual trigger for this to happen. When you use the tag (@)-funtion it handles the notification-part "behind the scenes" - all on its own.

I just tried to @metion my private email in my own Zendesk instance, and this created/sent an email to my private gmail account. However, the notification I received on my private email was automatically transferred to the "Promotion"-tab (which is default in gmail) - Perhaps that might be why your agents don't see the email-notification? Or perhaps the notifications are automatically directed to the spam folders of your agents?

Please let me know if any of these suggestions could potentially solve the issue you are currently having.  

#helpsome regards,
Mikkel Linnebjerg
Zendesk Consultant @ helphouse.io

Hi Alex,

Unless you already have business rules in place regarding your social media channels (eg. a trigger replying with a pre-defined message when a ticket is closed), solving or closing a ticket will not have any impact on your ability to interact with the customer, through your social media sites.  

I hope this reply provides you with a solution to the issue that you are currently facing. 

#helpsome regards,
Mikkel Linnebjerg
Zendesk Consultant @ helphouse.io

Hi Kristian!

I'm not sure if you've already tried this out yourself or if you have anything else in your current setup that would be affected by these changes. But, perhaps the solution below could help solve the issue you're having? 

If the people you have as "Requester" only assumes End User-roles I believe this would do the trick. The trigger will only fire when a ticket is updated, and the role of the "updateer" is not 'Agent' or 'Admin'. 
The subsequent action will send an email to either an entire email group or just to a single email target - depending on your preferences or needs.  
 

I hope this reply provides you with a solution to the issue that you are currently facing. 

#helpsome regards,
Mikkel Linnebjerg
Zendesk Consultant @ helphouse.io

Hi Sam!

I'm not entirely sure if this would solve your current issue since I can only see the bottom-half of your Zendesk account, from the screenshot provided. But have you made sure to add at least one of the following attributes in the 'All'- conditions section? One of these needs to be made into a condition in order for you to save the view (be it a newly created view or a modification to an exsisting one):  

• Assignee
• Group
• Requester
• Status
• or Type.

I hope this reply can provide you with a solution to the issue that you are currently facing. 

#helpsome regards,
Mikkel Linnebjerg
Zendesk Consultant @ helphouse.io