Add ability to chose child ticket requester on child ticket creation

3 댓글

  • Toby Sterrett
    Zendesk Product Manager

    Setting the requester on the child ticket is something we're going to investigate for a future iteration of the child tickets functionality. For this current version the workflow is more focused on an agent being able to request help from a different team that manages their tickets in the same instance.

    Would you mind giving me an example of when starting a child ticket from a ticket with the requester as the requester on the child is useful? Thanks!

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  • Eric Kramer

    The use case I have in mind is when a requester asks an unrelated question on an existing ticket.  Our policy is to have separate tickets per issue, so if a customer asks a second question on a ticket we end up manually creating a new ticket and moving any relevant info to the new ticket.

    For example, our customer opens a ticket for a problem with their flux capacitor.  While we're still working on the flux capacitor issue, the customer uses the same ticket to bring up an unrelated issue with their warp drive.  At this point, we want to use the customer comments on the warp drive to open a new ticket.

    Currently, we have to manually create a new ticket, fill out the customer info, and copy the comments and any other relevant fields.  Once created, there's no indication that the new ticket was a spin-off of the first ticket.  It would be fantastic if we could click on the dropdown next to the comment and create a linked ticket right from there that includes the selected comments.  Not only would that simplify the creation of the spin-off ticket, it also provides a link back to the first ticket in case the agent needs to look up any related details.

    The side conversation child ticket functionality seems very close to meeting this workflow, but it would need some tweaking to fit perfectly.

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  • Toby Sterrett
    Zendesk Product Manager

    Ah, ok this makes a lot of sense. It's more along the lines of a "split and link" ticket functionality than creating an actual "child" of the original ticket 🤔 Thanks for the detail!

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