Split a request into a new ticket

11 コメント

  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing this Kevin!

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  • Quetzal DuMont

    I would LOVE to see a simpler way to do this. I have clients respond to the same ticket with new questions over and over and over. It makes tracking their questions very challenging. I love that I can merge tickets, but sometimes I just want to split out a ticket.

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  • Kevin Ford
    Community Moderator

    Quetzal DuMont I've actually stopped using my solution above. Now that Zendesk has rolled out side conversation tickets, it's actually a much better solution. It's not perfect for this use case, but it's definitely an improvement.

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  • Naomi Watnick

    hi Kevin Ford - for Side Conversation Tickets, this doesn't allow us to have the requester be the requester again, correct?  

    Thanks!
    ~Naomi

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  • Kevin Ford
    Community Moderator

    Naomi Watnick yes, but you have to manually set the requester to the appropriate person. 

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  • Naomi Watnick

    Thanks Kevin Ford - And we still don't have a way to inherit all the same selected values from the original ticket, though, right?

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  • Kevin Ford
    Community Moderator

    Naomi Watnick there is a way using the API but it's not built into Zendesk. 

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  • Naomi Watnick

    Thanks, Kevin Ford - That's great! I can do something with that and I'll put it in our backlog.

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  • Craig Robichaud

    Great work here, Kevin Ford! I just wish it wouldn't take such a herculean effort just to have what every other platform considers basic functionality.

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  • Simon Woodside

    But Side Conversation Tickets aren't for communicating with customers are they? They are for internal communication.

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  • Craig Robichaud

    Good point, Simon Woodside. Right now, we do most customer comms through ZD because we want everything documented on one platform, linked to the ticket interaction, etc. but recently, when I can find a the unique email address for a specific ticket, I will send the email from Outlook and just add that address to the CC; the email goes to the ticket and so does the customer's reply.

    If there was an easy way for us to capture the email address that is unique to our tickets, that would solve all of my personal frustrations with trying to do emails from a place that should just be for ticket notes-- Anyone know if that information is readily available in some ticket properties section somewhere?

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