Stick it in your Zendesk
If you’re looking to extend Zendesk into a more powerful workflow tool, then you can’t go past the Fork app to automate the creation of multiple tasks in sub-tickets.
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Fork introduces automated "sub-tickets" to Zendesk. It is a server-side service that creates the required sub-tickets when the parent tickets are created or updated, depending on your chosen conditions.
Fork can be used stand-alone, but it's usually teamed up with our Escalator app. Fork creates the sub-tickets behind the scenes, while Escalator allows the agents to view and manage the sub-tickets.
When a sub-ticket has been updated by the end-user, you may wish for the status of the parent to be changed automatically (eg. from On-hold to Open), you can configure Fork to do this.
Fork can be pre-configured with sets of sub-tickets relating to standard issues. Specific ticket tags and/or ticket field values can be configured to automatically trigger the creation of the sub-tickets.
Sub-tickets can be auto-assigned to groups, or specific agents. Additionally a light agent or 3rd party vendor can be set as the requester of the sub-ticket to facilitate seamless notification and interaction with your support team.
Eg. Ticket request: “Please prepare for concert”
Parallel tasks required:
- train performers
- make costumes
- organize venue
- organize front of house refreshments & merchandise
Fork can be configured to automatically create a new sub-ticket for each of these tasks and assign it to the appropriate group or agent. The progress of all of the sub-tasks can then be monitored from the parent ticket using our Escalator app.
Fork can also be teamed up with our Tickler app. Tickler checklist items can be used to automatically trigger Fork sub-ticket sets. These new sub-tickets can be configured to automatically contain Tickler checklists. So by combining Tickler and Fork you can setup complex and efficient workflows.