Our business is looking to implement a workflow where an agent can retain ownership over a case to maintain client communication. When the issue necessitates assistance from an internal resource we would like to create a child case that is then sent to the internal resource to be worked. If possible we would then like the option of
- Having some fields in the parent ticket auto populate the child case to avoid tedious double entry work e.g. subject, customer, ticket type, Ticket category, Ticket priority, etc.
- Having the internal ticket placed in a status indicating it is pending an update from the internal resource
- Have updates made in the child case auto entered into the parent case as an internal comment
- Have the updates made in the child case result in the parent case flipping to a workable status so the agent managing it knows that movement was made on the child case.
Is this something that could be achieved within Zendesk? If so any guidance on how this may be implemented or perhaps direction to a post that has covered this would be greatly appreciated.
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