Our support team & our accounts team use the same Zendesk instance.
I am wanting to work out a way that allows me to solve a support ticket then have an accounts ticket created for billing.
I realise I can have a trigger that could detect a "For Billing" value and reassign the group but it could be anywhere from days to weeks before the accounts team is actually ready to bill and we don't want that to affect the metrics and reporting and have high ticket counts until they get around to billing.
What I would like is to have a trigger that when a Support ticket is 'Closed' a new ticket created in the Accounts group that has the link to the support ticket (and potentially some other field) so the accounts team can refer back to the original ticket. That way the Support ticket can be closed and the metrics for it be accurate and the Accounts team have their ticket to deal with at their own pace not affecting Support.
Has anyone done this or have any ideas how I can achieve this? I have searched this forum several time with no luck and have been tinkering in the sandbox environment without any luck either.