Bulk Edit Ticket Requester

23 Commentaires

  • Dmitry Kochnev
    Actions pour les commentaires Permalien

    +1

    It it really time-consuming

    2
  • Dr. Shireda Howard, C.P.A., Esq., PM
    Actions pour les commentaires Permalien

    Today I literally spent 3 hours updating 300 tickets manually because there is no other option to this issue.  The value add of Zendesk just went to negative today.  The ROI of this function is a lose - lose scenario.

     

    1
  • Regan Perry
    Actions pour les commentaires Permalien

    +1 
    Yes please!
    How is this a security concern? The details of the change will be logged.
    As the OP said, users leave organisations all the time. Just spent an hour manually updating requester for this very reason. 

    0
  • Sean Starwind
    Actions pour les commentaires Permalien

    +1

    Can we get some official response on this please? This takes far too long when we're trying to add one of our existing email addresses as a support address and first have to to change requester for any tickets previously sent from that address.

    0
  • Paul Middleton
    Actions pour les commentaires Permalien

    If you're updating the requester on all the leaver's tickets to the same person, I think the 'Merge into another user' feature on the User page will achieve the same thing?

    0
  • CaseyCunningham
    Actions pour les commentaires Permalien

    The lack of being able to bulk edit requestor has us looking for an alternative to zendesk honestly.

    When we receive a large quantity of automated tickets for which there doesn't exist an integration for it can take hours to change each requestor individually so issues can be tracked and recorded in an accountable fashion.

    Are there any plans to introduce a workflow for this? 

     

     

    0
  • Jim Stratton
    Actions pour les commentaires Permalien

    We would like to be able to do this as well.  I know that the "best practices" recommends "only" suspending the account.  In our case, however, we need an actual working user as the requester in order to get a response to our (e.g., help desk staff) requests for more information, updates, and so on.  For whatever reason, our users are much more likely to respond to such a ticket update if they are the "requester of record" than if they are "only" CCd.

     

    0
  • Nicole - Community Manager
    Actions pour les commentaires Permalien

    Hi Jim - 

    How frequently does this come up for you? 

    0
  • Jim Stratton
    Actions pour les commentaires Permalien

    @Nicole - I would use this a few-to-several times a year.

    0
  • Nicole - Community Manager
    Actions pour les commentaires Permalien

    thanks for that additional detail, Jim!

    0
  • Clark Torgerson
    Actions pour les commentaires Permalien

    @Nicole, I know that your question was directed at Jim, but just to pile on here, we would literally use this feature multiple times every day. It is our number one functionality issue with Zendesk and we get asked about it every time that we train a new agent in for the reason that Casey mentioned above.

    1
  • Nicole - Community Manager
    Actions pour les commentaires Permalien

    Thanks, Clark. Can you tell us more about why you receive large numbers of automated tickets? That's not a use-case I've come across before. 

    0
  • Clark Torgerson
    Actions pour les commentaires Permalien

    There are a number of tools, such as monitoring platforms, that Zendesk does not currently integrate with. In order to utilize these tools alongside Zendesk, we leverage ticket creation via email. Since the email is not coming from a known, human Zendesk user, that means that we need to change the requester to the appropriate user to allow for ticket tracking and general reporting. 

    Ultimately, we're changing the requester on tickets on average a couple dozen times per day, but in the not uncommon scenario that there is some sort of large scale monitoring event, we could have to do it across many dozens  of tickets.

    0
  • Nicole - Community Manager
    Actions pour les commentaires Permalien

    Thanks for taking the time to share that additional detail, Clark! 

    0
  • Clark Torgerson
    Actions pour les commentaires Permalien

    No problem, Nicole.

    As mentioned, this is a continual pain point for us. Is there any likelihood that this feature will actually be implemented in the near future?  

    0
  • Nicole - Community Manager
    Actions pour les commentaires Permalien

    Hi Clark - 

    I'll have to check in with the product team to see if they have a solution for this problem in the works currently.

    0
  • Clark Torgerson
    Actions pour les commentaires Permalien

    Great. Thanks for the update, Nicole.

    0
  • Nicole - Community Manager
    Actions pour les commentaires Permalien

    Hey Clark, just following up - we don't have specifics at this point, but there are some big projects planned for several areas of the workflows next year, and this thread is included in the info we're passing to product as they consider what changes to make.

    There may be some improvements to this in the next year, but as I said I don't have specifics yet, and I wouldn't expect to see those changes for several months at the earliest.

    Thank you for your input!

    0
  • CaseyCunningham
    Actions pour les commentaires Permalien

    Nicole,

    Any update on this requested feature?

     

    Thanks

    0
  • Nicole - Community Manager
    Actions pour les commentaires Permalien

    Hi Casey - 

    Not at this time. The product teams are continuing to work on big improvements to CC's and agent workflows, but bulk editing is not something that has risen to the top of the list yet. 

    0
  • Angela Franklin
    Actions pour les commentaires Permalien

    This would be super helpful to be able to do this. I have 2 people who no longer work for the company with over 400 tickets assigned to them. I can not delete them because they are requesters on the tickets. Would be nice to transfer to a new requester so I can delete the admin who is no longer with us.   Please work on this request.

    0
  • Martin Metodiev
    Actions pour les commentaires Permalien

    That would be a nice feature to have. We have come across this on multiple occasions and changing the requested manually is a pain.

    Our use case if when an Agent has requested multiple tickets, internal requests, and leaves the company, we need to change the requester so someone else can pickup on the replies and the Pending notifications.

    Please implement when possible.

    0
  • Jim Stratton
    Actions pour les commentaires Permalien

    I needed this - again - this week.

    0

Vous devez vous connecter pour laisser un commentaire.

Réalisé par Zendesk