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

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88 Comentarios

  • Robin Hoese

    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

    @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

    @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

    +1 please

    2
  • Dennis Duin

    Bump

    1
  • Erin Eskew

    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

    +1. This should be standard functionality within a ticketing system.

    3
  • Brendan Dodgson

    +1. This should be standard functionality within a ticketing system.

    3
  • Jorge

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

    2
  • Izabella Stepniak

    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

    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

    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

    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
    Community Moderator

    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

    +1 

    1
  • Greg Flanagan

    This should be fixed by now, folks. Please.

    1
  • Amy Westcott
     
    1
  • Andrew J
    Community Moderator

    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
    Community Moderator

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

    0
  • Cindy

    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
  • Mark Schäfermann

    +1

    this goes right to the list of obvious missing features

    the deeper you work with Zendesk the more you ask yourself why a lot of functions are only implemented half baked.

    What could possibly be a good reason to have the follow up ticket created without a group and requiring manual assignment. and no, adding triggers for this is not the way to go. I already have too many triggers fixing missing SLA integrations.

    0
  • Andrew J
    Community Moderator

    @mark, the 'what could possibly' is fairly obvious. The vast majority of follow up tickets for me are created by customers replying to an email, usually an old email. A customer in the situation is not 'creating a follow up ticket', they are replying to a closed ticket. There are 2 possibilities here, that it is related to the original, but closed request, or that it is a totally unrelated request. If it is an unrelated request, then subjecting it to the regular incoming ticket classification, prioritisation and assignment process usually makes perfect sense. In many cases, pushing these back to the same group or agent will MISassign the ticket. And skip any queue for incoming requests.
    If the ticket is genuinely related the original request there is a question around why the ticket is closed if the customer issue is not resolved. Is it closed too fast?
    Also, do people finding this an issue have any system for classifying their requests? In our helpdesk, every ticket has an issue type field with multiple options that are divided into group related issues. Our incoming allocation system uses these issue types to automatically route tickets to the appropriate groups. These issue types automatically tag the ticket. Tags are preserved on follow up tickets, and this makes auto allocation very simple as the same rules used to allocate tickets initially will apply.

    0
  • Mark Schäfermann

    Ok, I see your point.

    As we provide technical support, the chance is very high that the customer uses the "old" email again, to tell us that the issue has come back.

    The part about using fields and tags to auto assign tickets is also exactly what I meant by features only being applied half baked. This only works if you have only so few entries that it can be managed manually. For example in a multi select field you can use :: to create categories. But those categories can't be used anywhere, no trigger, no nothing. I would have to add every single product in a trigger to make this work.

    I like Zendesk for a lot of features, otherwise we wouldn't have bought it, but it is lacking when you want to have more than the standard "enduser has a question to 1 of 20 possible categories" process.

     

     

    0
  • Robin Hoese

    Andrew J, while you're describing the use cases correctly, this is not how Zendesk currently behaves. The tool actively mixes behaviours, treating the a follow-up as a new case (without group assignment) as well as an existing case (with previously applied tags) at the same time.

    Either one of these options would be workable, either deleting all old meta data and starting routing from scratch or keeping old data and returning it to the agent/team who previously worked it.

    0
  • Andrew J
    Community Moderator

    @robin.  If as you say 'Either option is workable', then for you, strip the tags and clean the ticket. 

    Create a single trigger with the following settings;

    Conditions: Ticket Channel is 'Closed Ticket'

    Actions: Set Tags: follow-up

    Place this at the top of your triggers list, and a new follow up ticket will be wiped clean.  Test it, you might find some other adaptions to be made but it should do the job.

    -1
  • Andrew J
    Community Moderator

    @Mark, Just an idea. To retain group, if there any part in your original assign process that uses either macro or trigger, you can use this to set a group_tag.  Then this can be used to reassign to a follow-up ticket.

    Of course if you have 20 groups or more it will get complex, but once set up should do the job smoothly. 

    0
  • Robin Hoese

    I think the purpose of this feedback thread is to have the Zendesk behaviour changed, not to determine a workaround for badly implemented features via additional triggers.

    0
  • Rob

    + 1  Please sort this soon!

    Assign follow-up to Group / Agent / None trigger.

    0

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