David Fabri

Great I have registered.

Selfish request, I don't suppose the time could be shifted a couple of hours earlier or 4 hours later? 11am is 2am Sydney time.

 

Thanks!

The discussion of having the most recent comment at the top of the thread or at the bottom is not what this is about (fwiw I actually prefer at the bottom).

The issue described here is that when the ticket loads it loads to the complete bottom of the most recent comment. So if the most recent comment/email is effectively 3 pages long it loads to the bottom of the third page, not the top of the first. That’s what needs to be solved. (Having the ability to flick between whether the ticket thread starts from the top of the page or the bottom doesn’t actually solve the issue for those who want it at the bottom)

At minimum it should load to the top of the most recent comment.

Ideally I would like to see longer comments/emails start out truncated and be able to click a button to expand to see the whole comment/email.

It would also help in seeing more of the thread of comments/emails back and forth easier as you would see the start of each comment on the screen all at the same time and be able to click to the expand ones you want to focus on.

We are seeing an issue where when the ticket loads it loads to the end of the latest comment rather than the top. Which is not helpful where the comment is long or someone has forwarded a long thread of an email.

I see two ways this could be fixed. Either have the ticket load to the top of the last comment.

Or have a limit of how much of a comment is initially viewable and have a button to expand the full comment.

Our support team & our accounts team use the same Zendesk instance.

I am wanting to work out a way that allows me to solve a support ticket then have an accounts ticket created for billing.

I realise I can have a trigger that could detect a "For Billing" value and reassign the group but it could be anywhere from days to weeks before the accounts team is actually ready to bill and we don't want that to affect the metrics and reporting and have high ticket counts until they get around to billing.

What I would like is to have a trigger that when a Support ticket is 'Closed' a new ticket created in the Accounts group that has the link to the support ticket (and potentially some other field) so the accounts team can refer back to the original ticket. That way the Support ticket can be closed and the metrics for it be accurate and the Accounts team have their ticket to deal with at their own pace not affecting Support.

 

Has anyone done this or have any ideas how I can achieve this? I have searched this forum several time with no luck and have been tinkering in the sandbox environment without any luck either.

 

Thanks.