Spawn new ticket from reply

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238 コメント

  • SLudwig
    コメントアクション Permalink

    Would be great to be able to easily split users multiple questions into separate tickets for ease of tracking and later reuse.

    -1
  • Susanne Ma
    コメントアクション Permalink

    +1

    0
  • Daniel Journo
    コメントアクション Permalink

    This thread was started in 2009, with 214 comments including some of my own.

    Don't hold your breath. It seems no one at Zendesk is interested nor listening.

    1
  • Stan Kutzko
    コメントアクション Permalink

     We've been on Zendesk for over 7 years, while we love the solution, this is the single largest deficiency that has been left unaddressed. Time has come to take action on this one guys.

    1
  • Jason Klein
    コメントアクション Permalink

    I was looking for a similar solution. Found the "Split N Close" app in the Marketplace after reading your conversation, so I thought I'd post it here. This app allows you to split a reply into a new ticket and optionally close the old ticket, which is useful when someone replies to an old ticket with a new issue.

    Split N Close Tickets
    https://www.zendesk.com/apps/split-n-close/

    3
  • Stan Kutzko
    コメントアクション Permalink

    Split N Close addresses this issue for me.  Thanks Jason

    1
  • Eugene Sorokin
    コメントアクション Permalink

    +1

    0
  • Raffi Saroyan
    コメントアクション Permalink

    new to "Split N Close", i'll definitely try it.

    are there any announcements from zd re the implementation?

    i envision highlighting/selecting text from the body of an existing ticket and either selecting "Ticket from current selection" from the "Add +" dropdown or right-clicking and selecting a similar enter "Ticket from current selection"

    the newly opened tab will include the previously selected highlighted text in the subject and body (ideally with Block quotes) with all the same attributes/attachments.

    thank you. 

    1
  • Raffi Saroyan
    コメントアクション Permalink

    "Split N Close" works well!

    1
  • Heather Rommel
    コメントアクション Permalink

    We LOVE the Split N Close app. It now allows admins to turn OFF the feature to Close a ticket. And I hear they will allow us to set the default Ticket Type and Priority. Yay for great apps!

    1
  • Matthew Hoadley
    コメントアクション Permalink

    Yes Split N Close is a good option for many of those waiting for this.  Covers our org for this very common problem while maintaining integrity of ticket info and helps link the two together.

    0
  • Dan Mørkbak Sørensen
    コメントアクション Permalink

    this should not be implemented by any 3rd party app that may or may not apply to peoples use.

     

    This should have been made from the get-go. Quite frankly its getting pathetic at this point.

    1
  • Michelle Salatto
    コメントアクション Permalink

    Two important things I want to be able to do:

    1. Know each individual issue/resolution reported by a customer
    2. Understand contacts to issue ratios

     

    What is important to me is the ability to capture each issue. A ticket, in my opinion, should not represent a contact by a customer but rather the issue itself. So when I go on to report metrics to the executives or present metrics to the company we know WHY people are contacting us. When my company used another service for ticketing, we would copy tickets and close them as to the correct issues and resolutions. It was a little messy but it did the trick. Not saying that this was the best way to do it.

    What I also want to easily know/navigate is how many contacts results in multiple issues and what the average issue to contact ratio is. I'd like to know through what channels that occurs the most. All these metrics help me to better scale the team, make recommendations for the product to be improved, suggest tools for self-service, etc.

     

     

    0
  • Adele
    コメントアクション Permalink

     

    We're only just starting to use Zendesk and this has already been raised as a red flag.

    0
  • Levi Frost
    コメントアクション Permalink

    Over a year on, is Zendesk still looking at this feature? Other support systems can handle this work flow.

    0
  • Sylvain Bourque
    コメントアクション Permalink

    Any updates on this ?  Max McCal any changes since your note on this ticket from Jan 2017 ? Thanks !

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    Hi Sylvain - 

    No updates at this point. It continues to be something that the team wants to get to but hasn't been able to work on yet. 

    -1
  • Jesper Ordrup
    コメントアクション Permalink

    I understand that if you have a product like Zendesk you can't do what everybody wants. But then there are the situations where you want to add the feature. And then time passes ... without anything happening.

    This request was submitted in 2009.

    You should be better at implementing features that you actually have plans on adding.

     

    1
  • Luisina
    コメントアクション Permalink

    we need this ASAP!

    1
  • Jenni
    コメントアクション Permalink

    I hope this is still being considered as a feature request. I deal with this on a daily basis, 3 times this week with one customer. I end up having to create the new tickets.

    I realize its been a 10 year request, but I will keep by fingers crossed

    Thank you in advance!
    Jenni

    1
  • Neill Lewis
    コメントアクション Permalink

    I just want to add that this is a much needed feature, and we look forward to this being prioritized at some point.

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    Thanks for the feedback, Neill. 

    I followed up with the product team, and they've indicated that since the free Split n' Close app fills the functionality gap for most users, this has not been considered high priority for development. It remains in the bucket of "something we might do someday" but is not on the roadmap for 2019. 

    0
  • Dan Mørkbak Sørensen
    コメントアクション Permalink

    That is really an unsatisfactory answer - 3rd party components might get deprecated and we cannot build our workflow around something that might suddenly get removed.

    Like the out of office feature for example that is suddenly deprecated due to it using framework v1 and thats even  from your own ranks.

    The app is clunky at best and while it works its not really an "enterprise" level feature in regards to UI etc.

    2
  • Glenn Benge
    コメントアクション Permalink

    apologies, I missed the 10 year anniversary of this enhancement request.

    @Dan I totally agree with your thoughts.

    See y'all at the 15 year anniversary :-)

    1
  • Jesper Ordrup
    コメントアクション Permalink

    If I was Zendesk I would should down this public community forum. Makes no sense to ask ppl to invest in product AND in giving feedback when clearly has never been a priority for Zendesk to actually listen. In stead of the forum being a melting pot for great innovative ideas its the opposite - a display of a stalled project. 

    At least kill the notification feature as it never deliveres anything but bad news...

    1
  • Andrew J
    コメントアクション Permalink

    @Jesper,I think the point is, that this is a feature request for something that already has quite workable functionality. Plus a free app that offers similar functionality to that requested.  The forum is great for surfacing peoples use cases, and directing them to other ways to do the same thing.  

    Zendesk has for a long time offered extensibility and tutorials for creating your own apps and functions.  The app market is fairly well populated with free and premium apps.  Users who see a feature they would like can make (or commission) an app to fill the need - they can keep this private, offer it free to others, or charge a fee for it.  Why would Zendesk develop a feature that undermines one of their partners apps?  I'd be severely peed if Zendesk took my app idea and made it native! (we have 2 or 3 apps in the marketplace)

    But if you don't like or can't use apps, it literally take 15 seconds or less to highlight the comment you want to open in new ticket and hit Ctrl-C. Click the users name, Click new ticket... Ctrl-V.  Do you think an 'automatic' version will be any quicker?  You'll still want to decide what you do with other data if relevant etc.

    The question is, what do we hope a native version will do, that copying and pasting doesn't?  I guarantee that if this is baked into the product, the result will be only do what some people want, and will include stuff that others don't want, and then not include some stuff that some people consider critical.

     

     

     

     

    0
  • Jesper Ordrup
    コメントアクション Permalink

    @andrew

    Max McCal (one of your ppl) wrote this tree years ago.

    Hey, everyone - 

    We understand there's a need here, and I do wish I had an answer that would resolve all of this for everyone, but unfortunately in the seven months since my last answer on this thread, we haven't had any changes. We still want to take on this feature, and we do plan to take it on, but at this time we aren't working on it. We have so many competing priorities and channels for customer feedback about our feature set. It's painful to make these decisions, and every day we're faced with hard choices. I feel the frustration from all of you here, and we will make our way back to this at some point. 


    I think that it happens to often.

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    Hey Jesper - 

    Andrew is a community moderator, but not a Zendesk employee. 

    As far as the delays in responding to feedback requests, we receive about 5,000 unique pieces of feedback every month. Most of them are for valid ideas that would help some subset of users. However we can only prioritize a few dozen each quarter for development. As you can imagine, this means that product development is a process of ruthless prioritization for the things that will have the most significant impact for the greatest number of users. 

    We wish that we had infinite resources and could build everything that everyone asks for, but unfortunately it's simply not possible. 

    Since the product teams have evaluated this request multiple times but not seen that it's something that makes sense for them to prioritize, we're going to close this thread for comments. It will remain open for voting, so if it's something you're interested in you can continue to up vote the suggestion. We will reopen it if and when it's something they're able to consider. 

     

    That being said, we are working on ways to better communicate what problems we are solving for and what kinds of solutions are being built, so that you, our users, know what's coming. 

     

    1

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