Preserve Group and Assignee for user-generated follow-up tickets

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80 Comentarios

  • Robin Hoese
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    60 comments over 7 years and it still didn't make the prioritisation list? Folks, this isn't some nice-to-have idea, this seems like basic functionality that should have been included from the start.

    7
  • Gasper Jubani
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    @Robin, the numbers here do not represent at all how serious this issue is. We all have landed here after we have discovered this flawed on the system. There are many Zendesk users out there that have no idea that this issue even exists.

    1
  • Robin Hoese
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    @Gasper, the crux here is in 'discovered'. Regardless of the company or specific use case, I think we can work off of a few assumptions:

    • The vast majority of ZD email users will have a need for somewhat persistent Groups and Agent assignments
    • All of these users are likely to use some form of trigger to assign to these Groups (unless contact volume is so low that all of that sorting is done manually)
    • It is impossible to predict or prevents end-customers from replying to emails after an indefinite amount of time, creating follow up cases.

    This alone tells us, that many, if not all users, will receive follow-up tickets and have a need to treat those tickets in the same way than the original case, whether the reply comes after 1h hour or 1 month. 

    It would be feasible to either transfer all the data of the parent ticket, including group/agent assignment, to the follow-up or transfer none of it and treat the follow-up like a new case, trusting your triggers to route them the same way as they'd done before.

    However, somewhere in the design there was a deliberate decision to only transfer partial data, making it impossible for a trigger to distinguish between an already routed open case and a follow-up case, entirely without group/agent assignment.

    3
  • Nook Hutasuwan
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    +1 please

    2
  • Dennis Duin
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    Bump

    1
  • Erin Eskew
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    Hi! I think this would be a great feature to have since a lot of end users follow-up and expect to be speaking to the same agent. 

    2
  • Aaron Cooper
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    +1. This should be standard functionality within a ticketing system.

    3
  • Brendan Dodgson
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    +1. This should be standard functionality within a ticketing system.

    3
  • Jorge
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    One more on the waitlist for this feature to be developed. Any news from the new Product Manager?

    2
  • Izabella Stepniak
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    I am also waiting on this. We have a lot of tickets and agents and get follow up tickets all the time what get assigned to all agents and we need to re-assign them to the agents.

    It would be such a help to have this issue solved

    2
  • Delphine Pougnard
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    Looking forward having a new feature/solution that would automatically assign the followup ticket to the original Group as today they are just falling into the cracks

    The workaround that was suggested so far is not realistic for companies with many agents & turnover in the teams.

    1
  • Izabella Stepniak
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    yes, Delphine Pougnard I think so, too.

    We are too many agents to arrange a workaround like the one suggested for every agent.

     

     

    1
  • Jiri Fait
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    Definitely a +1 here too. We use the triggers (tags) to manage this but it would be much easier if it was pre-built indeed.

    1
  • Karen D Snyder
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    Yes, it would be great if the follow-up ticket at least inherited the same group; that would be enough for us. Same agent would be nice too, but the group is what is important.

    So far I have implemented the suggested workaround for 10 of our groups: a trigger to tag tickets that are closed with a tag that identifies the group, and then a trigger for follow-up tickets to assign to that group. That was 20 triggers. I now have to do it for 10 more groups, so that is 20 more triggers. We have too many groups to be creating two triggers for every group.

    2
  • Malte Hübner
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    +1 

    1
  • Greg Flanagan
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    This should be fixed by now, folks. Please.

    1
  • Amy Westcott
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    1
  • Andrew J
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    The Agent Activity Tags app, may help with this.  It will automatically tag every ticket an agent works on. This does not automatically clear tags, so you will see tags from multiple agents if they get moved around a bit.

    From this you could set up triggers for reassigning if tickets reopen. For groups, your trigger could be set to 'contains any' of a list of agent tags.  Multiple tags could cause an issue as presumably the last matching trigger in the list would make the call on who it goes to. Depending on your situation, this may be manageable.

    Disclaimer: We are the developers of the app mentioned.

    0
  • Andrew J
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    Sorry - I should have said: the above may help because tags are preserved in followup tickets.

    0
  • Cindy
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    This post is from over 8 years ago and obviously a lot of Zendesk customers need this - how is it possible this feature is still not implemented? 

    1

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