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Prevent Ticket Update from Closing the Tab

  • January 29, 2019
  • 8 replies
  • 0 views
J

A while ago there was a change to Zendesk that made it so that whenever you click to set a ticket as open, pending, solved, etc, that the current ticket's tab closes and takes you onto the next tab.

This is quite disruptive to our workflow, as often we have internal comments to add after supplying a public response. I haven't been able to find anywhere in the settings to prevent this from happening, however there did used to be functionality for this. Is it still possible to stop the ticket tab from closing when submitting an update?

    8 replies

    Heather13
    • Heather13
    • January 29, 2019

    Hi @JacobN,

    I know what you mean! I bet this setting will work for you. It's on the bottom of every ticket but once you set it, it's good to go. Each agent can set it differently for themselves.  We prefer "Stay on Ticket":

      J
      • JacobN
      • Author
      • January 31, 2019

      Thanks for this Heather. I really don't know how I missed that!

      T
      • Taylor29
      • July 12, 2019

      @Heather R

      Amazing answer!!!

      Easy but It was hard to find before until see this answer!

      Thank you!

      Mateusz11
      • Mateusz11
      • November 3, 2020

      Hello, 

      And is it possible to add switch from 'Close tab' to 'Stay on ticket' as an action in macros?

      Elissa
      • Elissa
      • November 17, 2020

      Hello @Mateusz S,

      This is a great idea, unfortunately it is not currently one of the Macro actions that is available. You can see more details on what macros are able to do in this article: Creating macros for tickets.

      I definitely encourage you to post this idea in the Product Feedback area, maybe even reference this thread, to get it on the radar of our product team for potential future releases. You can do that here: Feedback on Support.

      S
      • Steve76
      • May 29, 2024

      is there any way to set stay in ticket as a default?

        C
        Hi Steve,
         
        This feature will enable each agent on your account to customize their settings to suit their preferences. Once "stay on ticket" is chosen, you're all set!
        J

        It would be very helpful to our workforce to be able to set the default to Stay on Ticket.

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