Chad Dodds

@..., I think your radio buttons can be eliminated with a couple of notes and a behavior clarification for checkbox #2 to preserve the assigned agent: checking it would require and also auto-check the box to preserve the group.

Follow-up ticket options:

[] Preserve assigned group when a follow-up ticket is created. If the group no longer exists, assigns to NO group.

[] Preserve assigned agent when a follow-up ticket is created. If the agent account no longer exists or is no longer a member of the assigned group, assigns to NO group with NO agent.

We have several teams operating in Zednesk Support from technical support to equipment service to order management. Our customers sometimes email us and place multiple different support address on the To: line. I would like to request a new trigger condition under Received at that allows us to detect Greater Than or Greater Than or Equal To conditions, same for Less Than. Right now, the only choice under Received at is the 'is' condition to specify a single email. With this in hand, I could take a variety of actions including just letting the team know to review the ticket to determine if a second ticket should be manually created.

Thanks for the article Amanda. I'm sure the method works well, but I am not willing to create or maintain a trigger for each agent in our Zendesk as we have nearly 80 of them and the list is not always static due to turnover. This functionality could be made available via a setting with a few choices to pick from:

• Automatically assign a new follow-up ticket to the original assignee
• Automatically assign a new follow-up ticket to the original group
• Do not automatically assign new follow-up tickets (this is today's behavior)

It could also be incorporated into the trigger system for greater flexibility, but I'm not sure if great flexibility is needed for this.

Any updates on this? It seems like the follow-up ticket should at least be assigned to the same group as before, if not the specific agent.

Hello, I would like to request that you add a placeholder for the customer satisfaction bad rating reason. We use a trigger to notify all team leads when a bad rating is received. This notification includes information about the rating and ticket, and I would like to add the reason to this list:

Requester: {{ticket.requester.name}}
Assignee: {{ticket.assignee.name}}
Group: {{ticket.group.name}}
Ticket ID: {{ticket.id}}
Link: {{ticket.link}}

Satisfaction comment: "{{satisfaction.current_comment}}"

Thanks!