Logging Agent Mistakes

回答済み

11 コメント

  • Andrew J

    Why not just add a tag on the original ticket?
    Otherwise if you want to have a new ticket, I'd use the Linked Ticket app. That does most of the linking for you.

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  • Conza

    Hi Andrew,


    Because the original ticket is generally always closed. And it does not allow you to add another tag, or anything else to the ticket. 

    I thought that was a bit odd. So finding a work around. 

    Thanks for the suggestion!

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  • Conza

    No suggestions or work arounds? 

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  • Brett - Community Manager

    Hi Conza,

    How exactly are you determining whether mistakes were made in a ticket? Are you manually going through these tickets to find this information out? How often do you go through these tickets to determine if a mistake was made? Any additional information you can provide may help us come up with some sort of work around.

    Let me know!

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  • Conza

    Hi Brett,

    Essentially its information outside of a ticket that determines whether there was a mistake in these instances. 

    For e.g. finance run a report - and discover that last month, there were a few orders that were not reallocated properly. Or a refund was missed in payment system. etc

    Going through tickets on their own accord to check, I would not do - but definitely so when having to investigate issues caused. 

    I often find the ticket info etc. (many weeks after the 'closed ticket' trigger of 4 days, so extending that isn't really an option). 

    The purpose of being able to mark the ticket as a mistake, is to help with reporting - e.g. monthly review. So I can quickly see - with a big team that - "X made Z mistakes", and these are the ticket numbers etc. I can then see who would be best to help focus training on, and what that should cover. 

    Hopefully that helps. 

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  • Brett - Community Manager

    Thanks Conza,

    What you could do is disable the automation that closes your tickets after 4 days under Admin>Business Rules>Automations. This will extend the amount of time before a ticket is closed to 28 days which may help with tracking.

    The other option if these tickets are closed is to Create a follow-up ticket and tag the follow-up ticket. This follow-up ticket will be linked to the closed ticket so you can go back and gather any information necessary.

    I hope this helps!

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  • Conza

    Re: "Create a follow-up ticket and tag the follow-up ticket. This follow-up ticket will be linked to the closed ticket so you can go back and gather any information necessary."

    = Yes, but is there a way to not have to do that manually? Specifically - being able to create the follow up ticket is fine, because I can then hit a macro to tag it etc. 

    But I want to be able to have that, or a way, to refer to the original ticket no. in the report - not the follow up ticket, with no info etc. Is that possible? 

    So I can flag the new ticket properly, to mark as a mistake against the agent, but the report generated from the follow up ticket tags, would be able to show the ticket ID of the original ticket? 

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  • Brett - Community Manager

    Hi Conza,

    When applying macros there's no way to configure a macro to look at the data from another ticket. The only reference to the previous ticket when a follow-up ticket is created is at the top of the ticket but that's not actually reportable within Insights. I'm afraid at this time you'd most likely need to set this up manually so you can report on these tickets.

    I'm thinking something along the lines of creating a custom numeric field where you can input the ticket id you'd like to keep track of. You may be able to find a way to automate this process using our API but that would require a decent amount of coding on your end.

    Apologies for not being able to provide another alternative for you at this time.

    Let us know if you have any other questions!

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  • Conza

    Dang. Surprised there's no easy work around.

    Why can't tags be added to closed tickets - generally speaking? 

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  • Andrew J

    Closed tickets, as opposed to Solved tickets, are basically archived in a non-editable state. That's why tags can't be added. The only easy work arounds will need to work within the constraints of the system. If 28 days is not sufficient, you will need to use the follow up ticket. It may be possible to create an API function to get the info you need or maybe a custom app. There would be other possibilities no doubt.

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  • Dan Cooper

    If you have someone on your team that is able to use the Zendesk API, you could write something that creates a follow up ticket and passes the ticket ID along the way.  Consider taking a look at the Tickets API endpoint.  If this is a large enough problem for your team, it may be worth building a simple app that can take the current ticket and generate a new ticket based on the details of the current ticket.

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