Ticket Transfer: Origo → AppSmart

Help Document for Support Agents

1. Overview

Origo and AppSmart run on separate Zendesk instances and there is no native way to move tickets between them.

To handle incorrectly routed tickets, we have implemented an API-based transfer workflow.
This allows Origo agents to transfer a ticket to AppSmart with a single click using a macro.

 

2. What This Process Does

When you use the transfer form/macro:

• The ticket is created in AppSmart Zendesk
• The original requester is preserved
• Latest Cc and Followers are copied from Origo to Appsmart 
• All public comments are sent and attachments are sent as a link
• An acknowledgement is returned once the AppSmart ticket is created
• A Slack notification is sent to the team
• Origo ticket can then be closed after agent review

Note: Internal notes are NOT transferred.
Only public comments are sent to AppSmart.

3. When to Use This

Use this process when:

• A ticket is created in Origo Zendesk
• The issue belongs to AppSmart
• The ticket has been triaged and confirmed as misdirected

4. Agent Instructions – How to Transfer

Step 1: Open the Ticket

Open the ticket in Origo Zendesk.

Step 2: Verify Information

Make sure all important information is in public comments.

The macro will transfer the entire public comment history only.
If an internal note is important, copy it into a public comment or the ticket description before proceeding.

Step 3: Apply the Macro

1. Click Macros
2. Search for:
   Transfer Ticket to Appsmart
3. Apply the macro

Step 4: Receive Confirmation

Once the ticket is successfully created in AppSmart:

• An internal comment is added in Origo with the AppSmart ticket ID and sample email that can be shared with customer before closing the Origi ticket.

"CONFIRMED: AppSmart has received this request.
AppSmart Ticket ID: XXXXX

As the ticket has been successfully transferred to AppSmart, please review and send the message below to the customer before closing the ticket.

Hi <<Reported First Name>>,

I wanted to let you know that we have successfully directed your request to the dedicated support team that can help you with your request. Your new ticket number is XXXXX, and a support specialist will connect with you shortly to ensure you receive the assistance you require. I will be closing this initial ticket XXXXX for now.

For a streamlined experience in the future and to facilitate quick solutions, we recommend opening tickets with help@appdirect.com. This will ensure your concerns are addressed efficiently.

Thank you for your cooperation."

Step 5: Slack Notification

Two messages are sent to the Slack channel: ticket_transfer_origo_to_appsmart

• Transfer initiated
• Acknowledgement received from AppSmart

This helps with tracking and collaboration.

Step 6: Close the Origo Ticket

After confirming the AppSmart ticket was created successfully:

• Close the Origo ticket
• All further communication with the customer will happen in AppSmart Zendesk

5. Summary Flow

1. Ticket raised in Origo
2. Triaged → belongs to AppSmart
3. Apply Transfer :: To AppSmart macro
4. AppSmart ticket created
5. Acknowledgement received
6. Slack notification sent
7. Close Origo ticket