It is common to run into situations where we need to spin up a new ticket for a customer based on comments from one of their existing tickets. For example, we're working with a customer on issue A and the customer asks if we can also help them with issue B.
Current workflows in Zendesk for this are somewhat tedious. Obviously, we could create a new ticket and manually copy over the needed content. Alternatively, there's the linked ticket app but that tool feels more like an afterthought than a built-in workflow.
The new side conversation child ticket functionality is already very close to meeting the need for this use case. In fact, this came to my attention because one of my agents saw the "Start a child ticket" option next to a post and thought that's what it was for.
The biggest hurdle I see at the moment is that when a child ticket is created it has the current agent as the requester. It would be great if we could use the "Start a child ticket" option (or a similar option?) to create a child/linked ticket on behalf of the requester of the parent ticket or some other specified requester. This would allow us to do things like have our existing triggers notify the requester that a new ticket has been opened for them.
As things stand with the child ticket EAP, we can create a child ticket and change the requester, but that requires another step from the agent and misses out on our existing triggers to notify the requester of their newly created ticket.
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