Functionalities of the Ticket Manager App

The Ticker Manager App is a powerful tool that helps you manage tickets more efficiently directly from the Zendesk interface. Below are the key features and how to use them effectively.

1. View tickets comments in different tabs

The app provides three distinct views to help organize and manage your tickets:

• Unsolved – View all active ticket comments from the ticket requester. 

• Solved – See tickets from requester that have been resolved.

• Split Tab – A combined view where you can create new tickets based on a single comment from the ticket.

⚙️ You can configure which tab opens by default in the App Settings within the Zendesk Admin Center. See the Installation Guide for the Ticker Manager App for detailed setup instructions.

2. Create a new ticket from a public comment

You can create a new ticket from an existing public comment on any ticket. There are two ways to do this:

➤ Clone (needs to be activated in the app settings in the admin center)

• Creates a new ticket using the original comment content without any modifications.

• The cloned ticket is sent by the current user to the same requester as the original ticket.

➤ New Split

• Creates a new ticket from the selected comment.

• You can edit the message, apply macros, or customize it before sending.

🔒 Only public comments are available for use when creating new tickets.

3. Merge tickets as internal comments

Streamline ticket handling by merging related tickets into one main thread.

• From the Unsolved tab, select a ticket to merge into another.

• The selected ticket’s comment from the requester will be added as an internal note to the main ticket.

• The merged ticket will be automatically marked as solved after merging.

This feature helps consolidate conversations and keeps your ticket queue clean.

4. Automatic transfer of ticket fields

When creating a new ticket via Clone or New Split, the app will automatically transfer key ticket fields such as:

• Tags

• Order Numbers

• Any other custom or pre-filled fields

This ensures important context and metadata remain intact across tickets, saving time and reducing manual work.
 

Trouble configuring the app?

Need help setting up the app or configuring permissions? Visit our Installation Guide for step-by-step instructions.

Need help?

If you have any questions or suggestions related to this app, please get in touch with us at app-support@leafworks.de or via our contact form.