Spawn new ticket from reply

Non planifiée

238 Commentaires

  • Tom
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    Daniel, I completely agree with you, and it's unlikely any solution is going to be offered by Zendesk to deal with this ongoing problem. You only have to perform the above 5 steps Andrew mentioned on every single ticket with an erroneous reply, no big deal, it only takes 30 seconds. 🙄 Although he did leave out the steps of closing the other ticket and filling out the other fields needed in the new ticket that has to be manually created, but that's only 8-10 steps and maybe 45-60 seconds per ticket.

    I also completely agree that the "integrity of the ticket" is being taken way too far by Zendesk. It's akin to Google saying "to preserve the integrity of your Inbox we will deliver ALL email including spam." Ridiculous. 

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  • Sylvain Bourque
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    Same here, this is a constant problem for us and the proposed workarounds doesn't really provide the best solution.  We have a great tool to merge tickets together, we should have the same kind of tool to spawn a new ticket from a comment.

    Max McCal comments from November 04, 2015 says "We're working on this project currently."   Why are we now looking at alternatives today ?  

    Zendesk support, can you please provide an update on this feature request itself ?

    Thanks a bunch !

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  • Max McCal
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    Hey, all - 

    Some progress went into a feature like this, but it was put aside due to some open questions. We still have it on our roadmap, but as with all things there are a number of competing priorities. I should know more in the next couple weeks, but unfortunately I don't have a good update right now. 

    I'm well aware of how frustrating this can be (we deal with it ourselves every day), but we are always striving to get things right and not roll something out halfheartedly. 

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  • Andrew J
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    Thanks for the update Max - I was hoping you'd pitch in and save me from saying 'something is in the pipeline'.

    Should we be expecting something Q3/4?

    @daniel @tom  - This might help, when we started getting this issue, we added a section to our most common 'close' macro explaining the steps the user could take. It went like this and helped a lot.

    --------------------

    Please let me know if I can be of any further assistance.

    • If you have further questions related to this request, reply to this email or view the request online here
    • If you have a new enquiry, please open a new request here.
    • Search our Knowledge Base for related articles, information and solutions.

    Thank you for using our online servicedesk.

    --------------------

    I realise that my simplified step through wasn't going to meet every situation - but neither was me going into a detailed analyisis of one our own requests.  What I'm trying to convey is that there will need to be some steps and engagement no matter how it is addressed.  

    I'm presuming we're going to have to make at least two clicks to split something out... and I'm presuming that almost every split out will need some review and modification (relevance and context).  I've just had a quick timing of a typical one of our tickets (we not massively complex, but do have a number of custom fields).  I'd settle on 45 seconds to be fair.

    I realised that I actually just click the users name, and hit +new ticket on their page - eliminating me having to find the requester.

    Of course you still have to deal with the old ticket - but I'm not going to guess if your issue is when tickets are closed or interjections mid-support.  We get both.  Mid-support is probably a little easier - replies to 'solved' tickets are plain irritating, but I don't expect anything to go 100% smooth - there are humans involved and a lot of PICNIC issues.

     

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  • Jennifer Woodson
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    I could also use this functionality.

    1
  • YellowWebMonkey
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    I think the consensus is yes, we can copy/paste and make a new ticket ourselves, but this feature would just save time.  The same way the TAKE IT link saves me 3 seconds of scrolling through team members.

    Since there is such a demand for this, I would if we could start a bounty and chip in for a 3rd party to code an app for it?  I would chip in $50.

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  • Katie Yoder
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    This feature would be very helpful for us as well.  

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  • Scott Allen
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    Posted in a related thread but yes, this would be a useful feature for those multi question tickets from customers!

    2
  • Mike Schepker
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    Linked ticket app works ok, but it's frustrating that it's a manually copying and pasting process, especially when there are attachments involved. Also, sometimes we have customers report 3 different issues in the same ticket and we need to create 3 tickets. Linked ticket only allows you create 1 linked ticket from the original. 

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  • Leslie McWhirter
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    This would be very useful for our work. Please add my vote for this feature.

    1
  • Sabrina Pearson
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    +1 We have customers who reply to closed tickets with a new question frequently. This would be very useful for us and hopefully less manual than linked ticket app.

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  • Ross
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    6+ years to request a 'split ticket' function... Guys I hate to sound harsh but really, this is one of the most basic requirements for a ticket system. You're massively failing your loyal customers here, and my patience is growing rather thin as an Enterprise customer.

    Whilst I'm sure you've invested time wisely, it pains me to see core feature requests overlooked in place of 'Chuck Norris App' updates.

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  • YellowWebMonkey
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    Because I really need this, I will chip in $50 for a 3rd party to develop this.  I know that isn't much, but I think if everyone that commented on this would chip in, we could cover the actual development cost.

    Anyone else?

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  • Ross
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    I pay $100+ a month, per agent. 

    Please take my contribution out of that.

    1
  • Daniel Westman
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    +1

    Really need this.

    1
  • Dan Journo
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    I've given up waiting. They arent listening.

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  • Najira G
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    This would be handy for the SMS channel tickets too, since they get all locked into the one ticket unless they're closed off.

    1
  • Alisa
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    This is seriously a very needed function.  I don't understand why they have put it on the back burner.

    1
  • Stan Kutzko
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    As Jake suggested "I put down my pitchfork" as in 2014 it was noted this would come out in 2015.  I looked at the calendar today and it is 2016?  It is still showing as Planned.  I'd still really like to see this!

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  • Dave Power
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    +1

    This is quite frustrating and the apps don't do it for me. Have to resort to copying and pasting.

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  • Reed
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    Hello from 2017... Still need this feature!

    2
  • Matthew Hoadley
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    * It'd be incredibly useful to have a button on comments that allows you to quickly create a new ticket from that comment.  New ticket would be created with that comment as the basis for the new ticket.  

    ===Options:

    Default 1) All the fields and tags and requester being set the same as the original, new tx not submitted yet so that you could adjust the asignee, requesters, tags, fields, etc before submitting the ticket.

    2) all fields and tags blank

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  • Richard B
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    This missing feature has a big impact on our support productivity each day.
    Customers constantly keep replying to the same monolithic ticket for new issues (to 90% of them it's just email - they don't care for tickets / ticket numbers etc).

    For us, that means a painful copy-assume user-paste-add CCs-add attachments process.

    Please do try to find a solution Zendesk.

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  • Tom
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    8 years later and still nothing. Not even a response from Zendesk. This much-needed and ask-for feature seems unlikely to happen. 

    This has been a time-consuming problem for my company as well. Most of my customers open and reply to tickets by email, so they just find the last email they sent and reply to that with a new request. It creates a huge, disorganized mess, and Zendesk seems unwilling to offer anything but kludgey apps that do not address the real problem with their system. 

    Count me in as someone looking for a better help desk solution in 2017 unless this is addressed by Zendesk THIS YEAR. 

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  • Daniel Journo
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    If you find a helpdesk solution that allows me to migrate my data out of Zendesk, count me in!

    -1
  • Hans Latour
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    I am in my second week of testing with a trial. Of course I ran into this issue very soon and browsed for answers. Unfortunately I couldn't find more about it than this thread and the bad-news final post from Max McCal.

    For our company it is probably the main reason to not starting to use Zendesk. I know I repeat other posts but the lack of a functionality to solve this surprises me. All functionalities are so great, so well thought about it, so flexible.

    Fact: 100% of our customers are repeating support-users and most of them use "old" mails to post new issues.

    No third party apps? No work-arounds?

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  • Andrew J
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    Hello Hans, the duplicate ticket app works fine for most of our issues with this. Though I've found that often I just click the username and click 'new ticket' then paste in the info I want to create a new ticket out of.  

    I feel that it is worthwhile educating customers how to open a request for a new issue.  Every ticket closure includes advise for checking our KB, responding for problems with the same issue, and opening a new request.

    If I split one out, we advise the client that we have done this and that this it is best practice to have one request per issue.

    We also have a dedicated repeat client base, we used to get quite a few of this kind of issue, but it is now relatively rare.  That's one of the advantage of repeat clients - you can normally educate the majority of them :)

     

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  • Tom
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    Hans: If you have a large base of customers that are primarily using email for tech support, then this will continue to be a fairly time-consuming headache for your support team until Zendesk decides to address it. As you can see from the above response from Max, it's unlikely to happen anytime soon, which for Zendesk could be several years longer. 

    There is an app called Linked Ticket which some people have used, but it is not designed for this purpose and is a very klugey workaround that doesn't really address this problem very well at all. The only workaround is completely manual: cut and paste the last response from a customer's old ticket into a new ticket that you have to open for the client if you want to keep issues separate.

    Educating customers about not doing this is another option, but in my experience most people take the shortcut when they want help, they don't bother sending a new email with an appropriate subject, they often search for the last email they received from us and just hit Reply, even though our auto-response asks them to send a new email when they have a different issue.

    It's too bad this is such a low-priority issue for Zendesk, but I sure hope it will eventually be seriously addressed, lots of people aren't happy with the options available to deal with this, including me. 

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  • Hans Latour
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    I tried the "Linked Ticket" app but that gives too much unwanted side-effects. I'm curious what Andrew J meant with the "duplicate ticket" app. I cannot find an app with that name. Do you mean the "clone app"? 

    Agree that there is a lot of improvement to achief by educating your customers and sure we will do that. I'm testing with the helpcenter using tags and rights to show customers the right content, so far works fine.

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  • Andrew J
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    @Hans - sorry, I was just naming from memory - the Linked Ticket was the one I was thinking of - thats really best when the issues are closely related and you would want to copy a lot of the info - which side-affects do you find most annoying?

    The Clone App I found irritating, I couldn't tell what it was doing. It didn't really meet my needs anyway.

    As mentioned, I find the simplest way for our issues is to open the user and create a new ticket in their name.

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