Make it easier for Support Engineers to open a follow on ticket in Zendesk on behalf of a customer
Problem Statement
This is a follow on issue from : #4892 (closed) we would like to make it easier for Support Engineers to open follow on tickets on behalf of customers.
As highlighted in the related discussion
Tickets (at present) have to be created for the customer via the customer-facing portal in a private (or not logged in as a ZenDesk agent) session in order to set up the ticket properly. You do then have to find the ticket (although if you're in the ZD feed channel it's not too bad) to match everything up. Ref slack thread where I used the ZenDesk new ticket interface resulting in a broken ticket. I've had mixed result asking customers to open another ticket vs simply just doing it for them but I find it's often apparent how they are going to react based on how the ticket has gone up to that point.
Why is this a problem?
Going to "Add | New Ticket" requires the Support Engineer to manually add the details when creating the new ticket. It is also my understanding that doing this does not correctly set the ticket up correctly in terms of SLA etc.
What is the problem?
Requesting customers to submit a new ticket during an ongoing ticket is not customer-centric and can create customer frustrations.
Why is this a problem?
In some circumstances, for example, if a customer is frustrated and their issue/problem has segued into a new problem then currently the customer is required to open a new ticket instead of the support engineer opening a new ticket on their behalf.
Proposal
To fix this problem it would be great if we could duplicate the current ticket (which auto-fills all of the customer's changes and internal setup mechanisms) and then allow the SE to make the necessary changes to the subject and description.
If this is not possible then I would request Support Ops provide steps or a mechanism that enables Support Engineers to create a new ticket which will be setup correctly.
DRI
PERSON will act as the DRI for this issue.