Spawn new ticket from reply

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238 コメント

  • Glenn Benge
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    Hi All,

     

    That app supplied from Maxime looks very useful, but it really misses the point of the "spawn" functionality described within this forum. We need the ability to create a new unrelated ticket from a comment that has been incorrectly added to an existing ticket. I also believe we need the option to MOVE the rogue comment to a pre-existing ticket..

     

    The app suggested by Maxime does spawn a new ticket, but it creates a parent/child relationship between the original and new tickets - for that reason it's not suitable for the functionality requested within this forum.

     

    Our company may still use the app for reasons more suited to parent/child tickets - but we need to migrate to the "new" Zendesk first :-)

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  • Christian Heiler
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    I have to agree with Glenn,

    while the child ticket functionality is good, it is not the intended use-case - also, the Apps bar is getting pretty full with all the Apps, a native functionality would be more desirable.

     

    Christian

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  • Diane Albert
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    It's neat functionality, but doesn't quite hit what we need. 

    I received an incoming ticket from a photographer who had work for 3 different customers.  I needed each of those to go to its own ticket but it's just too cumbersome to open a new one, copy all the information, etc.  I tried the Create Ticket app...but you can only open ONE child ticket.  I needed 3 tickets in this case.

    I ended up not creating the tix so I didn't confuse the customer...and this also meant I couldn't fill in my custom "job number" field, because it was meant for ONE job number.

    Our data is pretty crapped up at this point and our light agents hate to search it, so they just open a new ticket asking us to go find that information.

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  • Tristan Goguillot
    コメントアクション Permalink

    +1 to create a new ticket from any comment.

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  • David Miller
    コメントアクション Permalink

    I'm amazed that Zendesk is still missing this feature.

    +1 from me too.

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  • Caleb
    コメントアクション Permalink

    +1

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  • AlexMolitor
    コメントアクション Permalink

    To the dev's.

    Using Zendesk is so much better for tracking than email. HOWEVER, when you allow the user to create and answer tickets via email and they have more than one ticket open, users will tend to add information to wrong ticket or try to combine tickets. This just happened today. 2 tickets and they answered the first ticket on the second ticket. I would like a feature that allows us to move the comment to correct ticket.

    The function of splitting tickets and moving comments should be a native function and it is one of the issues that turns my clients away when I am trying to sell Zendesk.

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  • Christian Heiler
    コメントアクション Permalink

    I fully agree with Alex, splitting a ticket should be a native functionality - it is common sense that clients always hit the reply button when possible - catering for that would make our use of Zendesk a lot more intuitive.

     

    Christian

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  • Jeff Bennett
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    +1 this is a great idea, when customers continually bring up new unrelated topics, it currently adds to our resolve time and multi-touch tickets and our metrics do not demonstrate the amount of actual requests.  Furthermore if different agents are better at different aspects the ticket gets passed around and then only the latest agent receives the rating, this rating also could be based on the performance of a different agent.  This feature request would resolve those issues.

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  • AlexMolitor
    コメントアクション Permalink

    Exactly Jeff and to summarize in simple words what Jeff and others are saying: It costs TIME=MONEY the first time it happens, then it costs TIME=MONEY=LOSS of CUSTOMER SUPPORT when trying to find the ticket that happens to have 2+ non related issues.

    This scenario just happened again last week and it makes a small business like mine pause and wonder is it really worth the time to use Zendesk.

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  • Doug Bell
    コメントアクション Permalink

    I have read through many of these comments and some reasons for adding the ability to create a new ticket from comments have been missed.

    1. Simply copying a comment and using it to create a new ticket can create confusion in searches. With the comment being in two places, one of them wrong, then the search results will have bad results that have to be filtered.
    2. Another thread discusses the request to be able to delete comments. If a ticket can be created from a comment with the comment being deleted from the original ticket, the agent could effectively delete the comment by creating a new ticket and deleting the new ticket. Zendesk customers have noted such reasons for deleting tickets as the ticket contains confidential information and mis-informed comments.

    We have been evaluating Zendesk for all of two days and I have already had a customer reply to a ticket with a new topic before the first topic was even solved.

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  • jsepulveda
    コメントアクション Permalink

    Hi there...

    We're new Zendesk customers and we've just run into the issue of users opening new tickets that are being related to old tickets, because the Auto-Complete in Outlook offers them several email addresses tagged with old tickets #s, and they pick the first one they see. It's creating quite a but of confusion. From what I've read here there doesn't seem to be a solution to this yet? Or have I missed something. Anyone?

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  • Glenn Benge
    コメントアクション Permalink

    Hi guys,

    this is frustrating. On the "Feature Request" page ( https://support.zendesk.com/forums/1848-Feature-Requests ) this "Spawn new ticket from reply" feature has 90 votes which is well in front of other features that have already been marked as "planned" or "done".

    I don't know what else to do to get Jake the Product Manager to prioritise this request, but please each of us need to make sure we have clicked the "Me Too" icon at the top of this web forum page to make sure this feature gets on the Zendek development radar.

    Otherwise we can look forward to "essential" features like Emoji emoticons continuing to take precedence. I guess putting smilies into ticket comments is more important than trying to maintain a one-issue-per-ticket policy.

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  • Jake Holman
    コメントアクション Permalink

    Some great stuff going on in this thread, thanks as ever, everyone.

    Earlier (back in 2010), I'd expressed some concern about splitting tickets perhaps causing some confusion with end-users. Having watched this thread pretty closely, and speaking to many of you in person at our various User Groups and Zen U events (only two left for 2013!), it's pretty clear this will be a valuable introduction to the product. It's on us to make sure that's a seamless, coherent experience for end-users and agents alike.

    I'm not going to mark this feature as "Planned" until I know where on our roadmap this could go, and we have not begun to look hard into how this would fit into the product yet. I can tell you that, unfortunately, we won't see this in 2013.

    @Glenn: No one ever called Emoji an essential feature, nor did it take precedence over other features. You're welcome to discuss in that thread, but let's try and keep the conversation in this thread on topic.

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  • Glenn Benge
    コメントアクション Permalink

    @Jake: thanks for such a prompt reply and please take my comments as constructively critical.

    Case in point - your reply suggested that I comment about the Emoji feature in the Emoji thread. If this was a Zendesk ticket dialogue, you could well want to move my comment into the appropriate ticket - but you'd be unable to.

    By delaying a feature like this and implementing others with less votes, you run the risk of

    a) ignoring the voices of your customers who submit, comment on and vote for specific features. This can only happen for so long before the customers voices stop

    b) being guitly of cherry-picking the features easiest to implement rather the more important features that require more resource (and courage) to implement

    Look, I read and understood your justification of the Emoji feature - it makes sense - but your justification will only placate those who are already happy with the current feature set - they will be pleasantly surprised at being able to use a bit of eye candy in ticket comments. Others of us will still feel the frustration of copying/pasting comments out of irrelevant tickets to ensure efficient management of ZD tickets.

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  • Diane Albert
    コメントアクション Permalink

    I just sent a sample of my latest "too many requests in a single ticket" as a use case.  I've posted it previously in this thread.

    I think this would end up something like a "reverse merge".  What i'd like to see is that the data is automatically copied and I remove what I don't need in the new ticket before saving it.  There's been too many times that we miss some critical lines because the copy/paste didn't catch everything.

     

    However...i'd love a suggestion here:

    we get a new tix from a photographer...it contains 5 files for 5 different jobs.  We split out all the jobs into 5 new tix and we run those through their standard process as if it were normal.  We have a CUSTOM TICKET media form for this that allows us to enter the appropriate data including new requester if needed.

     

    So...what do I do with the original ticket?  I'm thinking if i make it anything other than a "general" ticket, then I skew reporting on the number of media submissions I've received.  We are placing the new ticket numbers into the original ticket so there's a link back and we're also tagging the original with "split_tix".

    I hate to delete tickets - but once that data isn't needed because it's 5 tix...does it really need to remain in our database?

    Diane

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  • Jeff Bennett
    コメントアクション Permalink

    I just ran into another issue that this would prevent. A solved ticket being reopened due to a new issue that needs to be resolved by a different team and then the customer providing feedback on the agent that is no longer assigned impacting the feedback score of the new agent.  This would have been prevented if we could have spawned a new ticket from the reply and had each agent rated independently, but there is no way to fix the false attribution, and many of our other resolution metrics are off as well.

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  • Diane Albert
    コメントアクション Permalink

    oh Jeff..that's great thinking...we only have two people who are answer tickets and our feedback is so minimal that i never think about "satisfaction rating"...i just look at it to retouch those who give bad feedback.

    but if your support metrics and goals are based upon that - that's a great blink for a manager to look at quickly.

     

    D

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  • Mike Wilson
    コメントアクション Permalink

    For what it's worth, I've +1'ed this.

    It seems a very simple and straightforward requirement. A ticket that's solved that gets a "one more thing" reply would be nice to be able to "Create a new ticket from the last comment" button or macro. It's possible to do the steps manually so surely it's possible to add the ability to automate this?

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  • Николай Чекунов
    コメントアクション Permalink

    +1

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  • Cameron L Cegelske
    コメントアクション Permalink

    This would be an excellent addition to Zen Desk.  We often have tickets that spawn other tickets and other actions that need to take place as a result of the parent ticket.  Other Help Desk systems, such as Altiris from IBM allow this functionality and it works quite well. 

    Our particular use case is such that we receive information about new departments from our finance department.  There are at least 3 or 4 systems where the new department information needs to be recorded. 

    We do not want to simply pass the ticket off to other groups.  The agent's workload needs to be measured as well as each group (system we support) needs to be measured.  This allows us to devote additional resources to particular systems as needed.

    If the only reason not to do this is to avoid customer confusion, I think the benefits far outweigh the small potential of customer confusion.

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  • Nick McLarty
    コメントアクション Permalink

    So how about it Zendesk?  This has been open for 4 years now with a generous sampling of positive use-cases.  There's already a "Merge into another ticket" option; how about just adding a "Split into a new ticket" option?  Also adding that ability into triggers would allow a ticket to spawn several parallel tickets targeted to their area of support.

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  • Andrew J
    コメントアクション Permalink

    Have you all tried the 'Linked Ticket App'?  This is a native Zendesk add-in that addresses much of the requirement here. https://support.zendesk.com/entries/23368842-Linked-Ticket-App 

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  • Lyman Benton
    コメントアクション Permalink

    @Cameron: I couldn't have said it better!

    @Andrew: I tried it as soon as it was released. Unless it has improved, I ran into a few complications ...

    • being limited to only 1 linked ticket
      -- clients who send off-topic requests in one ticket are often repeat offenders
      -- we'd like to split a ticket to assign to another department concurrently
    • it relies on using new ZenDesk
    • it takes up App real estate in new ZenDesk
    • explaining the clunky "Data Field" in custom ticket fields

    2 years after my first input and I'm still gung ho for this feature request!

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  • Philip Lapczynski
    コメントアクション Permalink

    We use redmine for our project tracking at my company.  It has the ability to set up relations between tickets. 

    This feature really would be useful in Zendesk as well.  During the course of an ongoing ticket, I might want a couple of related task tickets that are assigned to different people with different due dates.  The 1-1 relationship for the linked ticket plugin is too restrictive.

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  • LukeSaunders
    コメントアクション Permalink

    There are many use cases for Zendesk and ours is one of the more unique ones.  We use ZD for ticketing orders for creative graphics for online ads and printed newspaper ads.  Our agents are the creative designers and the sales associates and the users are the clients submitting the orders. I'm actually building an interface from ZD into our main advertising/billing database as we speak.  Being able to duplicate a ticket from a comment would be extremely helpful in the case where an order is re-run with a new date or a small change.  I can write a perl script to work with a checkbox, a trigger, and a URL target to pull this off and I probably will have it done in a week or so because that's when my proof of concept is due...  but this is now a 5-year-long feature request.

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  • LukeSaunders
    コメントアクション Permalink

    Ok here's my code to duplicate a ticket with a bunch of custom fields:

     

     

    And here is the trigger:

     

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  • LukeSaunders
    コメントアクション Permalink

    Well it looks like those pics did not stick or perhaps need to be approved before being displayed... either way.  Attached the images. 

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  • Sean Morrissey
    コメントアクション Permalink

    I would look at the "spawning" of a ticket to be more for internal purposes. Almost like a process workflow. If I had a customer send in a request form. I can reply to the ticket as well as close the ticket, acknowledging that their request was received and processed. However, a "spawned" ticket would create an entirely different process for my staff to internally route and process the request or perhaps spawn a new ticket for a 3rd party vendor to complete the request. I can perform some of this with the linked ticket app. However this is more of a manual process.

    While I have been adamant on several new features being enterprise only features. I think the addition of spawning and "pseudo" workflow routing would be a justified enterprise feature and very valuable for internal process flow.

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  • Tonmoy Ghosh
    コメントアクション Permalink

    +1

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