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Offshoot by Veryation
Split a ticket in two when a customer raises a second question.
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Support
Ontwikkelaar
Veryation
About this app
About Veryation
Veryation builds focused, reliable workflow apps for support teams, each designed to do one job well.
What Offshoot does
Customers often raise a second, unrelated question in the same ticket, and both questions end up tangled in one thread with one status and one assignee. Offshoot splits the second question into its own ticket in a few clicks, with the right messages, fields and people carried over, and both tickets linked.
What it does well
Choose exactly which messages move. The newest customer message is ticked for you; tick any others. They are copied into the new ticket oldest first, with each author and time, and internal notes stay marked as internal.
A subject is suggested from the first line of the chosen message, and you can change it.
Keep the right people. The new ticket keeps the requester, or goes to someone CC'd on the original. CCs, custom field values and the ticket form can be copied too.
Set group, agent, priority, type and tags before you split. Group, priority and type start as the original's.
Internal or customer-visible. By default the copied messages arrive as an internal note. When the customer should see them, post them as the customer's own message instead.
Both tickets stay linked. An internal note on the original points to the new ticket, and every split is tagged offshoot-parent and offshoot-child for views and reports.
Optionally tell the customer with a public reply, and solve the original, in the same step.
Preview the new ticket before you create it.
Attachments on the chosen messages are linked from the new ticket to the original.
Admin settings
Admins can set default tags for every split, which options start ticked, custom fields that are never copied, whether new tickets are assigned to the agent who splits, and the wording of the notes, with placeholders for ticket numbers, subjects and names. Teams that never show ticket numbers to customers can leave the "Split from ticket" heading out of customer-visible splits.
How it works
Offshoot runs inside the agent workspace and talks to Zendesk as the signed-in agent, so it can only do what that agent's role allows. There are no API tokens, no external accounts and nothing to connect.
Data and privacy
Offshoot has no Veryation server and stores nothing of its own. What it reads stays in the agent's browser, and the tickets and notes it creates are sent through Zendesk's own API as the signed-in agent. No ticket data is sent to Veryation.
We do not sell, rent or share customer data, and do not use it for advertising or profiling.
Uninstalling the app stops it immediately. Tickets, notes and tags it created stay in your Zendesk account. Questions: support@veryation.com.
Privacy policy: https://veryation.com/apps/offshoot/privacy
Terms of service: https://veryation.com/apps/offshoot/terms
Informatie over app
Installatie-instructies
Click Install and choose the Zendesk account to install into. Nothing needs configuring: there are no API keys, URLs or accounts.
Optional: open the app's settings in Admin Center to set default tags, which options start ticked, custom fields never to copy, and the wording of the notes.
Open the ticket to split and click the Offshoot icon in the right-hand apps bar.
Under 1. Messages to move, tick the messages that belong to the new question. Use Show all on longer tickets.
Under 2. New ticket, check the subject, choose the requester, group, agent, priority, type and tags, and choose whether to copy custom fields and CCs and whether the customer can see the first message.
Under 3. On this ticket, choose whether to add an internal note linking the tickets, tell the customer in a public reply, and solve the original.
Click Preview the new ticket to check it, then Split into new ticket. Click Open it to go to the new ticket.
If you need help, email support@veryation.com.
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