Automatically create a child/linked ticket based on business rules and or triggers

11 댓글

  • Nicole S.
    Zendesk Community Team

    That's an interesting idea, Tim. We'll be interested to hear whether this is something others would benefit from as well and what those use-cases might be.

    0
  • Tim Saunders

    One specific use case is for onboarding and offboarding.  We have multiple teams that are required to perform "tasks" when a user is onboarded or offboarded.  Our HRIS system sends one email to an email DL which as a result creates a ticket because the support email address is part of that DL.  However only one ticket is generated but we have multiple teams involved and instead of bouncing a ticket between teams all waiting for one to complete a task before transferring it, it would be nice to have child tickets that are linked to the parent.  This way all teams can work on their tasks and close them independently of the others.  It would be awesome if these child/linked tickets could be automatically generated based on rules/triggers when the original parent ticket is created.

     

    If others have a better process or better industry standard way of doing this, please let me know.

    1
  • Scott

    I agree. Having the ability to auto generate tickets using triggers would be great.

    Another use case:
    Support team escalates a ticket to development. Development uses their magic wand to change the back end code to resolve the issue. So they close the ticket and get credit for the closure.

    Problem is, I do not ever want a developer to talk to a customer. I want support to talk to the customer, cause that is what they do. 
    The developer needs to get credit for his closure. And support also needs to get credit for following up with the customer, replicating the issue, delivering the closure message etc.

    If we could generate a new ticket whenever dev closes a ticket, that would really help us to generate accurate metrics for support and dev.

     

    Thank you in advance.

    0
  • Adarsh Shet

    I agree with the above suggestion, 

    We have a similer case as mentioned about support and Dev team. Also, we internally create a problem ticket from the incident ticket with all the details to create Jira for Dev. if there is an automated option to create a child ticket based on the incident will need additional problem management/Dev involvement. There is a CLONE ticket option but its time consuming and need to manually update a lot of fields.

    If we could generate a new ticket whenever Incident needs to addressed as Problem, that would really help us to generate accurate metrics for support and dev.

     

    Thank you in advance.

     

    1
  • Krista Martin

    My case is exactly the same as Tim's.  This would be useful in our onboarding and offboarding process. The HRIS generates a ticket.  We have multiple teams who complete various steps in these processes.  It would be ideal if we could have a "template" for terms or hires that would be the parent ticket and then from a trigger or automation when that template is selected child tickets are generated for each step required and assigned to the group that would need to complete that step. 

    0
  • Tim Saunders

    Krista,

    I am in process of solving this issue myself using an add on app called Tasks made by Sweethawk.  It is a paid app but it is amazing and will do exactly what we both need for on and off boarding with tickets, sub-tickets and tasks.

    0
  • Krista Martin

    Thank you Tim!  I will check it out!

    0
  • Zoe Yeh

    Hi Nicole, 

    Other than the paid app, has ZenDesk developed any solution? 

     

    3
  • Khalid Alali

    We need this as well. We have a two-sided marketplace where many of our tickets result in another ticket that impacts a counter-party. 

    0
  • Karen D Snyder

    We use the Premium version of the Myndbend app to create child tickets. Here it looks like you can create child tickets with the free Lite version. 

    0
  • Matthew Slavin

    Automatically create a child/linked ticket based on business rules and or triggers - this is needed and i don't understand why it doesn't exist yet. 

    0

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