Syncing and manage tickets between Gmail and Zendesk
In your articles I’ve understood that you can connect an external gmail account and automatically create tickets from your inbox, and then handle the created request from your Zendesk. I have some input regarding this...
We would like it to be possible to manage your tickets completely from gmail and still syncing to Zendesk (like responding and closing requests). The user shall be able to answer the ticket both from Gmail and Zendesk and it should still be synced on both sides. The case here is if, for example, one of our CSM are ill, someone in the support can answer the emails instead.
For this to work properly it would also be preferable if it was easy to exclude particular domains that won't be created as a ticket, for example, we don't want our internal emails to become tickets.
If you have more than one license in Zendesk, your other CSM can easily take over and answer tickets assigned to the CSM that is ill. One way would be to simply search for tickets where that CSM is the assignee.
That being said, it would be great to have a Gmail add-on that shows you ticket data right in Gmail's right pane. That way you could fill in custom fields and/or change status etc directly from Gmail.
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