Split n Close

Split and Close Tickets

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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

  1. Create a new ticket based on the contents of the current one
  2. Automatically fills in from last comment, though you can edit
  3. Allows you to indicate text and drop-down custom ticket fields to include
  4. Creates a note on both the old and new tickets to easily refer back and forth
  5. Can optionally add tag(s) to the new ticket
  6. Indicate the group/agent to which the new ticket should be assigned
  7. Add comment (public or private) to the parent ticket
  8. Append all the CCs from the parent ticket to the child ticket
  9. Use the same form as the parent ticket, if there is one.
  10. Define a default form (in settings) to always use for new tickets.

Close ticket

  1. Add a comment as to why the ticket is being closed
  2. Quick action
  3. Allow administrator to disable this feature

Notify for large email attachments

  1. See clearly when a ticket has a file attachment that is too large
  2. Single click to download the original email with the file to your desktop

Latest Changes: (version 2.0.11)

Since Version 2, Split’N‘Close is a paid application at $3/agent/month

  • 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.

Changes for version 2.0.9:

  • Fix – Fixes failure when an attachment was added without an Assignee.
  • Fix – Adds CORS compatibility for the attachment uploads.

Changes for version 2.0.8:

  • Fix – Change the group search to use the group id instead of the name.

Changes for version 2.0.7:

  • Fix – Fixes issue where Groups with spaces in the name would not be found.

Changes for version 2.0.6:

  • New – Assignee field is no longer in the custom fields, but is above as a main field.
  • Fix - Handles errors better from when users in groups can not be accessed.
  • Fix - Change the agent fetch to work for restricted users.
  • Fix - Make the Assignee loading more efficient.
  • Fix – Add french translation for the default form ID setting.
  • Fix - Fix issue where clicking on the assignee in a menu would not select it.
  • Change – Temporarily removed the Comment History feature, since it was broken, sorry.

Changes for version 2.0.5:

  • Fix – Fixed issue where Zendesks without access to forms could no longer use Split’N‘Close.

Changes for version 2.0.4:

  • New – Add default for form selection for split tickets.
  • New – Add the ability to select the type of historical comments to add to the split off ticket.
  • Fix – Adjust some very small display items.
  • Fix – Change group retrieval to get only assignable groups

Changes for version 2.x:

  • New — Added setting for whether closing with required fields is allowed.
  • New — Adds additional Split button at the bottom of the split ticket section.
  • New — Changed the agent assignee field to be a dropdown search field.
  • New — When the split comment, parent comment or close comment is private show it’s background using private yellow.
  • New — Update the custom fields when the form changes, though only when the Split form is closed.
  • New — Allow suppression (at the administration level) of the callout in newly split tickets.
  • New — Allow suppression (at the administration level) of distinguishing callout text from closed tickets.
  • Fix – Fixes issue where closing a ticket while there were incomplete required fields was allowed.

See the entire version history here.

App details

Author
SmallCubed Inc.
Version
2.0.11
Price (USD)
Free 30-day trial, then £3.00 per agent, per month

Apps install directly into your account.

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