Split n Close
Split and Close Tickets
82 reviews
설치
1111
호환:
Support
개발자
SmallCubed Inc.
Split ‘n’ Close — Let's you split a ticket off into a new one, when the content has become a separate issue. In addition, it allows you to explicitly close a ticket, with an explanation of why. A last feature is that it shows you quite clearly when an attached file is too big and is not being displayed and lets you download the original email with a single click.
Split ticket
Create a new ticket based on the contents of the current one.
Automatically fills in from last comment, though you can edit.
Choose comments from original ticket to add to the new one. (Premium Feature)
Choose the assignee for the new ticket. (Premium Feature)
Allows all custom fields to be filled in. (Premium Feature)
Creates a note on both the old and new tickets to easily refer back and forth.
Add attachments from either the ticket or the file system. (Premium Feature)
Choose the requester for the new ticket. (Premium Feature)
Can optionally add tag(s) to the new ticket. (Premium Feature)
Indicate the group/agent to which the new ticket should be assigned. (Premium Feature)
Add comment (public or private) to the parent ticket.
Append all the CCs from the parent ticket to the child ticket.
Use the same form as the parent ticket, if there is one.
Define a default form (in settings) to always use for new tickets. (Premium Feature)
Close ticket
Add a comment as to why the ticket is being closed.
Quick action.
Allow administrator to disable this feature. (Premium Feature)
Notify for large email attachments
See clearly when a ticket has a file attachment that is too large
Single click to download the original email with the file to your desktop
Latest Changes: (version 3.0.11)
- Fix – Fixes issue where comments are not added correctly when suppress callout is set.
Latest Changes: (version 3.0.10)
- Fix – Fixes issue where comments are not added in the proper order.
Latest Changes: (version 3.0.9)
- Fix – Fixes issue where chats could not be added as comments.
- Fix – Fixes usage calls.
Latest Changes: (version 3.0.8)
- New – Add ability to make the customized additional text on parent tickets always public.
Latest Changes: (version 3.0.7)
- New – Add feature to allow for a customized additional text on parent and child split tickets.
Latest Changes: (version 3.0.6)
- Change – Logging to determine why requester is sometimes set incorrectly.
Latest Changes: (version 3.0.5)
- Fix – If the localStorage is unavailable (i.e. Prevent Third Party Cookies), the Split Ticket button was being disabled.
Latest Changes: (version 3.0.4)
- Fix – Fixes issue where the reference to the parent ticket isn't made in Free version.
- Change - Add usage tracking for when a user splits a ticket. See our terms here.
Latest Changes: (version 3.0.3)
- Fix – Adds a fix for a display issue when there where no custom fields and assignee was visible.
Latest Changes: (version 3.0.2)
- New – Add ability to make all added comments private to avoid sending emails.
- New – Add setting to set assignee to group of current assignee if none specified.
- Fix – Check selected comments when dialog is reopened.
- Fix – Fixes corrupt attachments.
- Change – Reorder the settings to be a bit more organized.
- Change – Add a Premium feature indicator for the settings.
Changes for version 3.0.1:
- New – Split the functionality of the app into Free & Premium features.
- New – Add the ability to bring comments from the original ticket over to the new one. Choose between, None, Choose…, All, or Public comments.
- New – Assign different requester to split ticket.
- Fix – Fix issue when the ticket assignee was invalid.
- Fix – Fix issue where the app was not correctly resized.
- Fix – Fix issue where the assignee value was invalid.
- Change – Reorganize the app layout to be more consistent & coherent.
- Change – Remove the ability to not close ticket if a required field is not filled in.
- Change - Remove custom fields id setting. This has been selected from the actual custom fields for the form for a while.
Changes for version 2.0.12:
- Fix – Fixes issue where a split message was not copying the recipient of the original message.
Changes for version 2.0.11:
- Fix – Fixes issue where the Attachments window wouldn't show properly.
Changes for version 2.0.10:
- Fix – Removes CORS compatibility for the attachment uploads again as advised by Zendesk.
- Fix – The link for downloading large email attachments has been fixed to use the proper domain.
- Change – The app can now only be installed once per Zendesk domain.
See the entire version history here.
설치 방법
Split ‘n’ Close App Installation
In order for this app to function properly, you'll need to ensure that the following steps are completed.
You'll need to fill in the app settings for how Split’N‘Close will behave for you. You will find full descriptions for all settings below.
Default Type value in Split — split tickets will default to use this as the Type. Valid values are 'question', 'incident', 'problem' & 'task', others will be ignored. An empty or invalid value will use the same Type as the original ticket.
Default Priority value in Split — split tickets will default to use this as the Priority. Valid values are 'low', 'normal', 'high' & 'urgent', others will be ignored. An empty or invalid value will use the same Priority as the original ticket.
Show Group/Agent Assignee Field? — should the Group/Agent Assignee field appear for the child ticket. If checked, you can select the group or agent to which the ticket is assigned.
Default Assignee Uses Group? - when an assignee has not been explicitly picked, use the group from the current assignee.
Show Assign Requester Field? — should the choose Requestor field appear for the child ticket. If checked, you can select the Requestor to which the ticket is assigned.
Custom Field Ids — if you have custom fields in Zendesk that you use to add information to the ticket, these can be added to the split. Field ids should be separated by commas.
Add CCs to child ticket as default? — should the checkbox to add the CC list to the child ticket be on as the default?
Should the first comment of split tickets be public? — Should the checkbox to make the comment on the new ticket be on as the default? This is only valid if you have turned on “Allow first comment on tickets to be private” in the Tickets section of the Settings. Otherwise the comments are always public.
Split Tags — if you would like one or more tags added to the new ticket, add the list here with each tag separated by a comma.
Suppress the callout text in newly split tickets? – Should split tickets suppress the text on new messages indicating from where the new ticket was split, such as “This ticket was split from #…”?
Indicate when a ticket was split from a closed ticket? – Should the callout text on new tickets indicate that the original ticket was closed?
Set a Default Form ID – Split tickets will usually use the same form as the current ticket, if you put a specific form id here, it will be used for ALL split tickets. To find the id, select the form in the Zendesk settings and take the number at the end of the URL after 'ticket_forms/edit/' and enter that number here. This setting is ignored in Zendesks that don't have access to forms.
Enable Close Ticket Feature? — allows an administrator to suppress the Close Ticket feature of the plugin, if you do not want to allow your users to perform this functionality.
Custom Additional Message on Parent — Designate an additional text to appear on the parent messages. Include the tag #{{id}} to have a link to the child ticket id appear in the text.
Custom Additional Message on Parent is Public — Should the additional message on the parent ticket be a public message (default is false).
Custom Additional Message on Child — Designate an additional text to appear on the split message. Include the tag #{{id}} to have a link to the parent ticket id appear in the text.
Questions and issues should be reported to our Zendesk.
SmallCubed, Inc.
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플랜 및 가격
Free
Never pay a thing
Free plan features:
Create new ticket based on current one
Auto-fill from last comment
Creates link between tickets
Comment on original ticket
Append CCs to new ticket
Close ticket directly
Too large attachment handling
Premium
Free 10-day trial, then $3.00 per agent, per month
Premium plan includes all features from the Free plan, plus:
Pick comments, assignee & requester for new ticket
Custom fields support
Add attachments
Optionally add tags to new ticket
Designate default form
Allow administrator to disable close ticket feature