If agent or light agents are messaged via side conversation - encode ticket ID or link

2 Kommentare

  • Toby Sterrett
    Zendesk Product Manager

    Hi Mathias, out of curiosity, have you tried child ticket side conversations? If you create a child ticket the resultant ticket will have a banner that links back to the parent ticket. For light agents you'll need to assign the child ticket to a group they belong to since tickets can't be assigned to light agents, but the link should be present. Otherwise, in other channels the macro approach is the way to do it at this time. When you say you don't want to fill the macro menu, you mean you just don't want to open it and search for the macro?

  • Mathias Lakshøj-Hansen

    Hi Toby,

    Thanks for the reply.

    I can see how it would work with child tickets, I don't think we would go that way, but thanks for the input.

    In terms of filling the marco menu, it's just that we have a lot of macros already.
    I know that you can search in the macros menu, but that means that the agent needs to remember what to search for.
    Our experience is if an agent needs to remember something, they don't use the function. For now we will most likely create a macro.

    Thanks again for your reply.


Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.

Powered by Zendesk