Spawn new ticket from reply

未計画

238 コメント

  • 正式なコメント
    Max McCal
    コメントアクション Permalink

    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. 

  • Ross
    コメントアクション Permalink

    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.

    6
  • Renee
    コメントアクション Permalink

    I agree that this would be very useful.  We have a lot of users that send "oh one more thing" questions that are totally related to the initial incident and simply reply to the original ticket email.  Closing tickets after a certain period certainly helps reduce the number of these, but if someone replies promptly, the ticket will be re-opened.  We don't want to change our "close tickets marked solved after x days" automation to close tickets sooner.

    5
  • Sarah Collins
    コメントアクション Permalink

    This would be an extremely useful feature - also for accurately capturing metrics on how many requests are coming in... when a whole bunch of separate requests and bugs get lumped into one ticket chain, the ticket stats are counting this as a single ticket when it really might be 4 separate requests.

    4
  • Matthew Hoadley
    コメントアクション Permalink

    * 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

    3
  • Richard B
    コメントアクション Permalink

    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.

    3
  • 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
  • Morten Seifert
    コメントアクション Permalink

    I love Zendesk. Being able to split tickets would make me love it even more... and I agree with the point, that once you have convinced your users that it is much better to use Zendek and not personal e-mail, I don't want to nag them with "Please create a new ticket for your latest comment" og having to create the ticket manually.

    For the personal e-mail I have started forwarding them to the support mailbox and changing the originator, so atleast they get into the system.

    2
  • BrandonCaplan
    コメントアクション Permalink

    I agree with Paul. As I mentioned further up, this would be most useful to me for those people who just reply to the last email you sent them to start a new conversation. This unfortunately tends to happen before the ticket goes from solved to closed.

    I alse agree with Jake's point that this could potentially confuse if used in the wrong scenario, but most of the time I am in need of this is when dealing with users who only interact with the helpdesk via email.

    2
  • JoeBrenner
    コメントアクション Permalink

    +1

    Had a need for this (again) today. User replied to a previous thread, which was actually Solved but not Closed, with a totally unrelated topic.

    Creating the new ticket manually was awkward and I actually had to do this twice because, the first time, Zendesk failed to recognize the Requester Name I entered (it offered no suggestions) and assigned me as the Requester instead. So I had to delete that ticket and try again.

    Luckily, the user forgot a file they wanted to attach to the request. Otherwise I'd have to download it and then upload it again to the new ticket (twice!).

    What I want, as others have commented above, is an option, in the usual drop-down, to "Create new ticket from last comment". This would copy the description, tags and attachments to the new ticket, and assign the correct requester. The new ticket should be left open so I can add a suitable Subject.

    Ideally, when the new ticket is submitted, and the requester is informed, the rogue comment in the original thread should be deleted, but I realize this might be tricky and cause 'data integrity' issues so it would be okay to leave it there and simply ignore it. Alternatively, a private comment could automatically be added to indicate that the last comment was moved to a new ticket and include the ticket link.

    Thanks, Joe

    2
  • Stacey White
    コメントアクション Permalink

    It would be very helpful if there was a way to clone or copy an existing ticket. Often times we initiate a ticket for one customer that we also have to create for other customers and it would be beneficial if we could just copy a ticket.  For example, we initiate a ticket to document that we installed MS updates on a customer's server, but we do this for all of our customers and have to create tickets for each customer.

    It could function exactly like the clone feature for Views, and would need to allow for a new Requester to be selected.

    2
  • Scott Allen
    コメントアクション Permalink

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

    2
  • Reed
    コメントアクション Permalink

    Hello from 2017... Still need this feature!

    2
  • Tom
    コメントアクション Permalink

    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. 

    2
  • 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
  • Paul Keck
    コメントアクション Permalink

    +1 vote.

    Users rarely understand what should and should not be put in a single ticket. But why would they? They are the customer or client and it should be easy for them to tell me something is wrong. I spend a lot of time managing tickets, and this feature would be fantastic. The two biggest problems with the manual split is keeping the old ticket open and on track (because the last post was off topic), and adding attachments to the newly created ticket (download from old ticket, upload to new one).

    thanks in advance!

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

    Wow, what happened to all the separate paragraphs in my last comment? And why did I end up in a weird place afterwards? I see there's been some Zendesk tweaks since I last commented...

    1
  • 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.

    1
  • Pete Dyche
    コメントアクション Permalink

    Good afternoon

    We have also identified this as an important enhancement request for ZenDesk. I do wish to express some concerns regarding how effective these threads are as they can involve years of posts and result in no changes:

    Add end-user as CC via Trigger or Automation
    https://support.zendesk.com/entries/71421

    Can someone from ZenDesk confirm whether these requests are captured for future releases?

    Thanks

    Pete

     

    1
  • Lucas Karpiuk
    コメントアクション Permalink

    any word on this from the powers that be?

    1
  • Joel Walker
    コメントアクション Permalink

    I'm with new company now that also happens to use Zendesk, And yet, it still don't have this core level feature on the roadmap. I don't feel there's anything to add in terms of justification or being persuasive. If Zendesk is passionate about harnessing the power of accurate data, this should really not be a concern about "IF" we implement this feature, but rather, "HOW" do we go about it because there's a clearly defined case for it's requirement and impact.

    For those customers that don't feel the need for spawning new tickets from replies as well as the ability to eliminate the relationship from response-based new tickets that are completely unrelated to the previous ticket - then no worries - just don't activate these options in your admin interface. I really don't see how this has managed to be openly discussed for so long without any progress.

    How many votes does it take?

    Joel Walker
    PRMG.net

    1
  • Lucas Karpiuk
    コメントアクション Permalink

    If everyone Tweets @Zendesk about this thread, maybe we'll garner their attention.

    1
  • Max McCal
    コメントアクション Permalink

    Hey, All - 

    I'm investigating this functionality right now, and looking for answers to a simple question: When splitting a comment out from a ticket would you rather:

    1. Have the new ticket be created for you based on obvious defaults (commenter becomes requester, most values are preserved, status is reset)
    2. Be taken to a ticket edit screen to change values before it's created

    As I see it, it's a question of simplicity vs options. Curious what people think.

    1
  • Paul Rowe
    コメントアクション Permalink

    I like desk.com's approach.  It simply cuts the selected reply out of the current ticket and creates a new ticket with the contents of that reply.  It copies over the metadata and displays the new ticket in a new ticket form all ready for the Agent to press commit.  It works well.  I get a last chance to edit it before the new ticket gets generated initially.

    I am not advocating desk.com per se.  I am just 'lucky' to have to use it and zendesk at the same time at the moment .

    1
  • Jeff Callahan
    コメントアクション Permalink

    I would think a hybrid of 1 & 2 - Have the new ticket be created for you based on obvious defaults (commenter becomes requester, most values are preserved, status is reset) and then be taken to an edit screen where you can adjust.  

    1
  • Diane Albert
    コメントアクション Permalink

    @Max

    I like the Hybrid version as well. Copy the last comment, all the tags, etc, but let me edit all of that before submitting the ticket.

    My current workaround is to copy the person's last comment, open a new ticket and re-resolve the original with "Since this is a little different than your original request, we'll continue to chat about it on ticket #nnnnnn.  See you there shortly!"  On the new ticket, I'll start with "In ticket #nnnnnn, you last said..." and i'll quote them.  Love Markdown!!

    But you have to do that in a certain order so that you have a new tix number to link AND the one you're opening is the last one you respond to so that it's at the top of their email list.  :)  Otherwise, they'll respond to the re-resolved one.  (which is why we have a "do_not_contact" tag!!)

     

    Here's our main scenario - and probably occurs on 10% of our tickets...or about 1000 a year.

    We'll open a ticket to move a piece of media for our yearbook customer.  When the media gets uploaded to their yearbook site; the ticket is resolved noting any issues.  That ticket is between our adviser and the production plant and we consider that a "media submission".  If we messed up something on the upload, we fix it on that ticket.

    A week later, adviser is now asking how to place those images on the page and has responded to our resolved ticket.  This is a "support" ticket and has nothing to do with the production plant.

    Ideally, I want a NEW ticket, because I want to preserve all the tags / reporting I have with the media movement, but now I also want to identify:

    • the adviser needed more help than was originally provided and i can probably add common links if i see a trend occurring.
    • there are different tags / fields for this issue or comment which drive our views, MTAs, and Insights.
    • there is a new satisfaction rating for this issue or comment which may be for a different agent. (our previous satisfaction would have gone out 24 hrs after solved)
    • to reset the "reopen" status of the other ticket, because technically it wasn't reopened.

    our users do not log into the web portal to access tickets.  it's almost entirely through email.

    Let me know what questions you might have - I'm happy to walk you through anything.  Diane

     

    1
  • Row M
    コメントアクション Permalink

    Would really like to see this one!

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

    Hello Christina - just to stick up for the Zendesk team a bit.  Since 2009 we have seen features that meet similar requests.

    Follow Up tickets - a ticket automatically created in the users name when they reply to a 'closed' ticket

    Split Ticket App - Allows a comment to be split from a ticket and create a new ticket

    Only 6 days ago, Max gave an update advising "We're working on this project currently. Not able to give a date or anything, but I'll be back in here with some news in the coming months."

     

    1
  • Sylvain Bourque
    コメントアクション Permalink

    Hello,  Would it be possible to get an update on this feature ? Any release dates scheduled ? Thanks a lot !

    1
  • Row M
    コメントアクション Permalink

    Any updates for this?  Thank you

    1

投稿コメントは受け付けていません。

Powered by Zendesk