Split ‘n’ Close vs Notify

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 SmallCubed, Inc. does not have access to nor store any data at all about users of the RedminePro plugin. The only information that is ever sent from the plugin to SmallCubed is a small set of usage data about which features are used. That information contains an IP address, an anonymized UUID, and the actual subdomain of the Zendesk application to be able to see how many users are using the product. No external code is used for this usage data transfer. 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.

Deliver notifications right where agents work Stop overloading your team with emails, reduce swivel chairing and start getting actionable notifications inside Zendesk instead. The Notify app delivers millions of messages every month. That means millions of emails are saved from agent inboxes helping them be more productive! The Notify app makes it really easy to reconfigure any of your triggers to include an banner notification delivered right within Zendesk. You get fine-grained control over who should receive it, how it should appear and the agent simply has to click on it to be taken to the ticket it concerns. Notifications could be for anything really but have proven extremely useful for: New tickets that need to be triaged When a ticket is assigned to an agent Re-opened tickets and customer messages for the assignee When SLA deadlines are approaching When negative (or a positive) customer satisfaction survey is received A ticket is given a high or urgent priority When someone in your team created a response Features Agents receive popup notifications generated from triggers in the top right corner of Zendesk Support. Agents can track the history of their notifications, and if desired, dismiss them once actioned. Notifications can be targeted to specific group(s) and/or agent(s). Choose the appearance such as icon, text and level (notice, alert or error) See a history of activity in your account and see who has dismissed the notification Super easy interface for admin to add notifications to new or existing triggers/automations. Data handling Minimal data is processed by the app. Notifications are generally short messages that link to tickets by ID and do not contain any sensitive data that may be present on the ticket. Notifications are automatically deleted after a few months. Bundle pricing When you're ready to fully implement processes and workflow automation across your business, you can get all SweetHawk apps bundled in the SweetHawk Suite app. Check out our pricing calculator and see the how much value you can unlock with the Suite. We take data privacy very seriously, please see our privacy policy. About us Our Zendesk apps are used every day by over 500,000 Zendesk agents. These apps simplify and solve common and complex challenges, such as ITSM change management, Employee Service, and project management. Some of our most popular apps are: Tasks & Subtickets - automatically create task lists within Zendesk tickets or create subtickets to assign responsibilities out across multiple agents or teams Approve - create flexible and auditable approval processes for your Zendesk workflows (even if your approvers aren’t Zendesk users!) Calendar - link calendar events with Zendesk tickets to make your planning process simpler Recurring Tickets - set up repeating workflows (like renewals or security audits) once, then Zendesk will create tickets to manage those processes at any intervals you’d like. Multilingual Agent Experience — Supported languages: 🇧🇷🇵🇹 Portuguese, 🇩🇪 German, 🇳🇱 Dutch, 🇪🇸 Spanish, and 🇯🇵 Japanese.