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Trista Garner's Avatar

Trista Garner

Joined Feb 22, 2024

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Last activity Apr 09, 2024

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ACTIVITY OVERVIEW

Latest activity by Trista Garner

Trista Garner created a post,

Post Feedback - Ticketing system (Support)

Request for replying to a closed ticket to not re-open the solved ticket, maybe by the use of a toggle in the admin center to have the ability to choose if this feature works for companies' use cases or not. The current feature affects our agents and admins by forcing them to re-work, sort, and create new tickets for new issues. OR request to give agents and admins the ability to change the timeframe in which a ticket is marked as "archived" to prevent this from reopening solved tickets. 

Enabling this functionality would solve agents having to reclose previously solved tickets, lessen the rework load, and increase time to be able to work on tickets by not taking time to ask users to create a new ticket or create one on their behalf 

This lack of functionality affects our agents every day. It increases our SLAs to deliver to the requester and reflects on the reports. Because of this, it leaves department heads who might not have the knowledge base or capacity to fully comprehend the ins & outs of why this is happening and why the SLAs reflect longer than the agreed upon. 

The workaround that was tested was creating a trigger that would not reopen the ticket but the issue with the workaround is- if a customer replies and says "thank you" but also provides more context about the issue or the issue happening again, that communication is lost. Leaving the customer without help and possibly unable to work. Sure, you can train 50-100 users to use the right method. However, we are a fast-paced call center and when our agents need assistance, they need it now and will resort to the fastest option, which is replying to an old email about a previous problem. 

The ideal solution would be what was mentioned above. The toggle in the admin center, so users have the option to keep the native function as it is now, or to turn it off. OR- the ability to change the timeframe/date range in which a ticket is marked "archived"

Posted Mar 14, 2024 · Trista Garner

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Trista Garner commented,

Community comment Q&A - Objects, workspaces, and rules

I am in the same boat as Matt, here.

We are using ZenDesk company-wide in a call center for all department issues. Our agents are fast-paced and while you can train 50-100 users to not reply to an old email for a new issue, it will be impossible to train and have 100 - 1000 agents follow this process when they need assistance ASAP. They will just find the most recent email, and send a reply of a new issue into an old ticket causing the wrong problem to be "open" and leaving our support teams to double back and rework, resort, and create new tickets on behalf of. This will also have a huge impact on the SLAs we are required to meet for the requester. 

 

It would seem like a native function for ZenDesk to have a toggle on or off when a ticket is marked as closed or solved so that an email response will not trigger reopening the ticket. I understand some are using the trigger posted above but keep in mind that IF a user were to reply to that with more than a "thank you" providing more information, the information *could* be missed. 

If something like this isn't going to be possible it would be nice for Admin and agents to have the ability to change the timeframe in which a ticket is marked as Archived to prevent this from happening. 

View comment · Posted Mar 13, 2024 · Trista Garner

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Trista Garner commented,

Community comment Feedback - Ticketing system (Support)

Almost a year from the project manager's post, and I still can't edit closed tickets. Is there a launch date consumers can expect this rollout? 

View comment · Posted Feb 29, 2024 · Trista Garner

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Trista Garner commented,

CommentBusiness rules

I have set multiple triggers to navigate the action I'm trying to roll out. I need the conditions that will trigger an email to be sent to the assignee when a ticket is REASSIGNED to them from one user to another. The initial trigger of the ticket being assigned is active and working, but when it is reassigned to a different user, they aren't getting an email. Thank you for your help!

View comment · Posted Feb 22, 2024 · Trista Garner

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