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Nikki Goodson

已加入2021年10月16日

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最后活动2021年11月02日

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Nikki Goodson 进行了评论,

评论Ticket management

That's fantastic, and not the answer I expected, but definitely what I hoped!

Thanks for testing. 

查看评论 · 已于 2021年9月20日 发布 · Nikki Goodson

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Nikki Goodson 进行了评论,

评论Ticket management

I believe I already know the answer, but I will ask anyway!

Let's say I merge Ticket 1 into Ticket 2.

Ticket 1 becomes closed.

Customer has emails from both Ticket 1 & Ticket 2 in their sent folder. If they reply again to their original Ticket 1 email, then does it become a follow-up ticket as usual? Or does ZD recognize that the ticket has been merged, and instead put the new message into Ticket 2? 

查看评论 · 已于 2021年9月16日 发布 · Nikki Goodson

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Nikki Goodson 进行了评论,

社区评论 Feedback - Ticketing system (Support)

I also have this problem, and we frequently switch from one to the other. The reason for ours is that if a ticket comes in with a foreign language, we get a translation and then post it as an internal note. We of course then need to stay on the ticket in order to send the public reply. In the case where the ticket comes in with English, then it's no problem to simply leave it as Next ticket in view. But more than half of our tickets need translation, so it is frequent switching back and forth.

查看评论 · 已于 2021年8月23日 发布 · Nikki Goodson

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