Spawn new ticket from reply

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  • LaPorsha Gant
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    +1

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  • Elyse Kanagaratnam
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    @All - While I'll have to check with the product team as to the status of a new feature, there are a few things you can do in the meantime. (I apologize if I'm repeating what others have already shared).

    Firstly, you are welcome to shorten the time span for when a ticket moves from solved to closed. Under Settings >> Automations, you can edit the timeframe to 48 or even 24 hours. Then, when the customer replies they'll open a new follow-up ticket by default.

    For the case where the customer does reply to a solved ticket with a completely unrelated request, new Zendesk makes it incredibly easy to open a brand new ticket with a few clicks. Simply copy their new comment to the clipboard before clicking into the user profile: user.png

    Toward the bottom, click User options where you can create a new ticket with the same requester: options.png

    Paste in the comment, and send off the answer!

    In addition, you can create a trigger that auto-closes tickets based on a tag. With this particular workflow, I would then tag the original ticket to close it immediately.

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  • Andrew J
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    Hello Jennifer,

    While I agree it is easy to create a new ticket in New Zendesk, simply opening a ticket in the users name doesn't help in our situation.  We have a lot of data in custom fields which in splitting, we would like replicated by default in the new ticket. ie opening a new ticket only save us one task out of 5 or 6.

    Our customers regularly submit issues raltaing to the same product, but covering multiple problems that often need to be addressed by different agents and sometimes different departments. 

    Replies to old emails or even recent ones are common and a problem. 'This ticket is a followup' needs an opt out link on the ticket to remove the followup refernece... ie. "Nope - this ticket actually ISN'T a followup"

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  • Glenn Benge
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    I agree Andrew. A follow-up ticket is exactly what's not needed in this situation. And that fact that a follow-up ticket will be created automatically when a reply is sent to a closed ticket makes the situation more frustrating.

    The whole idea of the requirement desribed in this thread is the ability to spawn a new unrelated ticket from a comment erroreously added to a pre-existing ticket.

    I still maintain we should get the option to either MOVE a comment to another pre-existing ticket or to generate a NEW ticket completely.

    And for follow-up tickets that are automatically generated, we need the faclity to "detach" the follow-up from the original at whch point the new ticket can standalone or be merged into another ticket if necessary.

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  • Artur
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    +1

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  • Christian Heiler
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    This would be helpful to us as well, some of our clients reply with a new issue to a solved or on-hold ticket and we need to manually copy paste the data in a new ticket.

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  • Wenhua
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    +1

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  • Jeroen Vranckaerts
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    +1, having the option to split tickets into multiple tickets as an optional feature would be very nice to have, since users often put multiple issues in one ticket, or keep replying to the same ticket instead of opening new ones

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  • Joel Walker
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    Glen Benge has nailed it. Most ticketing system I have used (the list is very long) have always had this ability. I agree that automated new ticket creation from replies would most certainly lead to chaos for agents and customers alike. But, I find it to be outright lacking that Zendesk doesn't have a feature to take any reply that is in essence the basis for a separate new request ticket to be shifted into precisely that - a new, separate ticket that isn't associated with the original ticket at all.  If you see a benefit to the idea of having the tickets remain a relation, you can add that into the configurable options.

    I think it should serve as a huge flag to the team that this topic iver coming up on 4 years old and still receiving support from the community as a much needed feature.  You can simply give your customer the options of whether or not to enable it. Seriously, this is needed. Please reconsider your stance on this.  Thank you!

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  • Joel Walker
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    If it wasn't obvious..

    +1     :)

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  • Dennis Theisen
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    yes, please, this is important for accurate metrics without having agents do additional work and manually create new tickets for new issues brought up by a customer in a reply to an existing ticket

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  • Jeroen Vranckaerts
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    +1

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  • Diane Albert
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    We have customers send items that belong to multiple accounts on one ticket.  We don't split them apart so that means we are missing metrics for these pieces and they may not all be solved simultaneously.

    +1

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  • Damian Helme
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    we've just set up a trial of Zendesk and this happened on the first ticket a user created. 

    +1 for finding a resolution, this is going to be a pain to try to get users to not reply to closed tickets with a new issue.

    How about when a user replies to a closed ticket, put the ticket into a 'pending reopen' state which point the administrator can accept or split to a new ticket?

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  • Andrew J
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    It would be interesting to see how many users are regularly having to create new tickets to address the problem of replies to either unrelated or old tickets. 

    Jake earlier said, "... Splitting a Ticket is all very well, but then the End-User will invariably get confused about which Ticket to respond to if the conversation is still streaming in both Tickets (trust me, I've been there!).This would complicate things, perhaps more than simplifying things. In order to stop End-Users replying to old tickets, the aim should always be to Solve, and Close, Tickets as soon as possible."

    Many of us are having to create new tickets anyway, we do not experience a lot of customer confusion, and some customers are going to be confused even with one ticket :-)

    Also, closing a ticket does not stop customers from replying to them... then we get a followup ticket created for something totally unrelated, which is confusing for both the customer and the agent.

    Would be good if Zendesk could weigh in with an updated opinion on this.  Is some split feature under consideration?

     

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  • Diane Albert
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    Our customers routinely chain onto a solved ticket and perpetuate the reopen cycle.

    I love the "create followup" piece that automagically occurs when they respond to a closed tix, but we need something like that manually as well so that we can grab the non-related and send it in a different direction.

    Usually it's a different agent who needs to deal with that response.

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  • Joel Walker
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    @Andrew J - concerning the comment:

    "Jake earlier said, "... Splitting a Ticket is all very well, but then the End-User will invariably get confused about which Ticket to respond to if the conversation is still streaming in both Tickets (trust me, I've been there!)"

    I will have to respectfully disagree with that notion as I have also been there with various ticketing systems. Zendesk already has the ticket merging function which gives Agents the ability to merge tickets (the inverse).  During that process, Agents are presented with the option as to whether or not to send an announcement to requestors for both tickets involved in the merge. That greatly eliminates any confusion as well as just providing effective, proactive communication to the customer.

    Peeling off inappropriate replies that should have been submitted as new requests can be addressed in much the same fashion without any major disturbance. Simply build in an option to notifiy the customer that their comment has been (rightfully)  morphed into its own new ticket to better serve their needs.

    As was stated earlier in this thread, also having the ability to remove the relationship between new tickets that were incorrectly opened using an appended ticket reference email address is also needed. You can simply build it into the configuration to determine if only admins can make those changes or if all agents can make the changes, etc. If you're dealing with the Enterprise version with the granular permissions on Agents, then you just add this as an option for every tier of Agents - "Can disjoin relational tickets"  yes or no.  

    Zendesk uses the power of metrics as one of their main driving factors for the success of their tool. I would think that having accurate metrics would just be a given with that mindset in consideration. Without the functionality requested here, that simply isn't possible to achieve.  Please ask development to review this community feature request.

    Regards,
    Joel

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  • Andrew J
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    Hello Joel,

    Not sure if you missed my point (or maybe got it!)... I also was respectfully dis-agreeing with that comment.  I share your view that we would like this functionality and that confusion should be able to be minimised or handled suitably.

    I was also asking for a review... "Would be good if Zendesk could weigh in with an updated opinion on this.  Is some split feature under consideration?"

     

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  • Joel Walker
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    Thanks for clarifying. I can see what you were saying now. I managed to misinterpret in my post-lunch coma.

    Appreciate your bringing attention to this request!

    Regards,
    Joel

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  • Lyman Benton
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    Hi ZenDesk,

    It has been good to see more input grow in this thread over the years, but it seems like a more official follow-up might be due (and possibly for some other more popular feature requests too).

    Jennifer Kanagaratnam's last comment mentioned that the product team would need to be checked with, but we haven't heard back. Did that happen? I thought her suggestion for tag-trigger-closing tickets was clever! Though it didn't address tracking for separate concurrent tickets.

    I know ZenDesk is devoted to solidifying the new Agent ticket dashboard, which leaves only so much time for individual feature requests, but I think Joel summed up the crux of this topic that keeps me coming back to it:
    "Zendesk uses the power of metrics as one of their main driving factors for the success of their tool."

    Having attended your Customer Service Heroes tour, I saw firsthand how data-driven ZenDesk is. But until I can make it reasonably easy for my agents to accurately split and count tickets, I am forced to consider my "number of tickets handled per agent" metric to be unusable from a business perspective.

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  • Thomas Osowski
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    It is trivial to break off a new ticket but I find having the event history useful for both support and customers.  With this, cloning the ticket would also help.

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  • Mark Cheshire
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    How many requests and persuasive reasons does it take to get some feedback if Zendesk will add this feature?

    For 4 years customers have been requesting this patiently.  Given Zendesks huge growth over that period, it seems about time that some resources could be assigned to this.

    +5

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  • Thomas Osowski
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    Being in SW development, I cannot blame them.   I feel they are transparent in their reasoning and very direct with setting expectations compared to most software I've used.  I appreciate an answer 'not anytime soon' rather than 'we'll add it to our roadmap'.

    Honestly, this product may only satisfy 80-90% of my requirements for a support system, but the overall polish, reasonable stability, and low learning curve is enough to keep me using it.  While I would like this feature, I'm hoping they've got bigger features in the pipeline and taking these requests into the next major makeover.  

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  • Jake Holman
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    Hey everyone,

    I'll cut straight to it: there's no immediate or short term plans to introduce this feature. At the moment we have a number of other features, enhancements and performance improvements we're focusing on as a higher priority - and of course some of those features include some of our most popular feature requests.

    We monitor these forums all the time, so keep the use cases and suggestions coming in. If you'd like to +1 this, please do vote it up as this gains more visibility within the community than simply commenting "+1" :) 

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  • Maxime
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    Hi guys

    I don't know if this helps, the Zendesk Professional Services team has developed a cool little app that should adress most of the use case of this thread, it basically allows you to create a new ticket from an existing one, and choosing a couple of options as you do it. Furthermore it allows you to really easily switch back and forth from the "child" ticket and the "parent" ticket. 

    Here are a couple of screenshots 

    FYI this is for new Zendesk only

    Let me know if that adresses the feature request ! 

     

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  • Krissy
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    @Maxime  i'd like to try it out, but  i can't seem to find it in the browse list.  also, what other apps do you have available?

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  • Lyman Benton
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    @Jake: Thanks for the response!

    @Maxime: How/where do we find the app? That looks fantastic for my purposes.

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  • Mark Cheshire
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    @Jake: thanks for providing the clarity for where this request stands in the roadmap.  

    @Maxime: you are an absolute hero!!!  I tried the app out.  It is very simple and exceedingly effective.  For me this is all I need.  Hopefully this will make it into the product as a feature one day.

    Thanks guys :)

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  • Maxime
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    Thanks Mark :) Happy to help, I'll be making an announcement on this thread when we publicly release the second version on the Marketplace in the next couple of days, it will have a couple of improvements as well in there !

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  • Maxime
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    Hi guys

    You'll find the App on the Zendesk App marketplace under the name "Linked Ticket App" (available in your settings) in your new Zendesk, please be careful not to miss the instructions tab as it's how you will learn how to deploy the app on your account in less than 1 minute (no really !) 

    Enjoy !

    Screenshot_19_02_13_19_46.png

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