Agent ticket notifications

6 Kommentare

  • Brett - Community Manager
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    Hey Stassa,

    Excellent question! I'm going to get this added to our November Community Roundup to help provide visibility to other users who may be able to offer up some advice :)

    Cheers!

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  • Stassa Miller
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    Brett - Community Manager  Thanks!!

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  • Andrew J
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    We used a dynamic content setup with a text random variator.  This delivered a set of random assignment text from, "Go get 'em Ranger' to "Show them what you've got!"

    This was used a just a smaller variation on on a larger assignment text - I no longer have access to the helpdesk we used this on, but it went something like. "You have been assigned to this request.  The first reply time clock is now active. {{variation text}}"

    There's a lot you can do in this space - using dynamic content and placeholders.

    If you really want your agents to read it though, you are going to have to make it worth reading, and that takes work.  Is there anything relevant to your workflow that you can include in it?  

     

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  • Wesley Bowles
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    Stassa Miller Miller In addition to the assignment emails, our team uses Slack as an internal chat tool. We have a dedicated Zendesk ticket notification channel which all CSRs are a member of. Any time a new ticket enters the queue the team is noticed in addition to assignments using the Slack x Zendesk API. 

    In addition, we use this as a warning or reminder system if a team member has forgotten to fill out a required field etc. As an example, if we need to send a ticket to a developer, a few custom fields are required. If the reassignment happens and the ticket is missing these custom fields, the CSR is notified directly in slack. 


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  • Stassa Miller
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    Cool, Thank you you for idea Wesley Bowles

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  • Stassa Miller
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    Hi Andrew J, I like the dynamic content idea as well.  I wish there were specific content to be included.  We are still growing so everyone works on everything to a point.  The positive notes will help.  Thank you!!

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