Managing Projects with Zendesk
For companies that aren't yet big enough to use a third party provider to manage projects, the Project Management APP from Zendesk labs will come in handy.
This APP allows you to create a Parent ticket and attach multiple child tickets to it, without having to use the default Problem-Incident scenario. This also helps with analytics, allowing you to track tasks instead of problems.
Installation
- Go to Project Management.
- Click Get it and complete the process
How to use it
Creating the Parent ticket
- Create a new ticket. This ticket will be the project's parent ticket. Disregard the ticket field you created (for now)
- Once the ticket is created, on the right-hand side under APPS you will see the Project Management app.
- Click on Make a Project from this ticket.
Creating child tickets
- Access the parent ticket
- There are three options: Single Ticket, Bulk Ticket, Add existing. A Single Ticket will allow you to create one child ticket. Bulk Tickets will allow you to create several child tickets. Add existing will prompt you to enter an existing ticket ID.
All children tickets will have to be assigned to the appropriate agents/groups and all additional info entered (this process is manual.)
As tickets are worked on, the status can be viewed from the parent ticket.
Enjoy ! :)
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When I create a child ticket, the Assignee is blank and the box to set the Assignee when creating the ticket is grayed out (sown below) so I can't manually set it.
Is they a way of making the child ticket take the Assignee from the parent ticket?
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I also find that for the first child ticket I have to manually input the Project ID, when the ticket is created the parent ticket has the Project ID auto-populated and so do the subsequent tickets (I assume they are picking the data up from the Parent which isn't there on the first ticket) is they a way of having the Project ID added to both the parent and first child tickets?
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Hi James!
The Project Management app is a Zendesk Labs app, which means it's unsupported so I'm afraid I won't be much help to you. But hopefully there are some other members of the community who will be able to help you out!
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Hi Team,
How to make this app to pick the form(Ticket Form) which I have created instead of the default form. Its as of now taking default form. I want to make this happen to show the Problem(newly created) form instead question(Defaulted) form.
And also the order of the feilds are scattered, Its not in in the order which form is created. Do i need to change anything so that the form feilds will be in order.
Thanks in advance.
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Hey Adarsh,
The Project App is not a supported app by Zendesk so we won't be able to troubleshoot or offer up any advice on our end unfortunately :-/ That being said, I was able to track down the GitHub page for this integration so it may be worth reaching out there to see if you can get some assistance: Project App GitHub
I'll also leave this open in case any other community members want to jump in and offer up some advice.
Cheers!
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Hi Team,
When I create a ticket using this app, the child ticket will not have pictures copied from comments instead it copies the HTML link of the picture. Does any setting need to change to copy pictures from parent ticket instead HTML link page of the picture?
Thanks
Adarsh
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Hey Adarsh,
I did some testing on my end with the app and it doesn't look like this is possible in its current state. It doesn't look like there's a setting to change how the image is transferred from the parent ticket to the child ticket.
If you have developer resources available, you could download and configure the app directly from the GitHub page: Project App GitHub
Hope this helps!
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We're currently searching for a tool to replace basecamp that can be managed completely inside of ZenDesk. I'd love to use something built by Zen but it doesn't appear this tool has been upgrade since it was launched. Any plans?
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@... depending on your PM requirements, you might find the add-ons from Sweethawk to be worth looking at.
https://sweethawk.com/zendesk-project-management
In particular the calendar and tasks apps.
https://sweethawk.com/zendesk-calendar-app
https://sweethawk.com/zendesk-tasks-app
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