Pamela Huber

Yura - On-Hold is incredibly helpful to managing our open tickets. We were unfamiliar with this fature, so thanks so much for sharing.

For future zendesk reps who read my original comment, I still stand by the usefulness of being able to save a ticket update (of manually or auto-assigning/tagging) as new.

Thanks again Yura!

+1 and looking for an update.

 

Here's context on our experience: On our small team, we have a lot of tickets per agent and prioritize open tickets where the end-user is the most recent updated. It's nearly impossible to search through our open tickets where an agent is the last updater if we want to assign to other agents to help sort them. There's a lot of awesome zendesk features we have trouble using because we do not have the scale to navigate through our open tickets where an agent was the last responder so figure out who hasn't been serviced by an agent yet.

The purpose of our open tickets where the last updated was an agent is generally when there is an ongoing task we need to do on our end before responding again, such as a bug fix (we mark as pending when we think we may have solved an issue but want confirmation, and a automation will eventually solve these). Open tickets don't get auto-solved by this automation, and we know not to go sifting through open tickets where the agent was the last responder unless there's a specific tag (say, when we're updating open tickets that are incidents of a problem we solve). The only possible workaround here to use features such as assigning to other agents or auto-replying to new tickets is using triggers, which is not always nimble enough in the moment.

For scalability, being able to update tickets with tags, auto-replies, and assignees while keeping tickets new will ensure timelier assignment to appropriate departments and timely response from those departments.