Barry Neary

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Statuses

It is the latter - you can set it up so if agent is in status Y and an email and/or message is reopened then assign back to group

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• Barry Neary
• Erstellt 1. Juni 2023 09:35
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Statuses

Hi We have a feature due for release in July that will address this in omnichannel routing, you can specify that if an agent is in a specific state (e.g. offline or away) that if a ticket reopens i...

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• Barry Neary
• Erstellt 1. Juni 2023 08:53
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. do flow builder and omni channel work well together?

Hi Hayley Johnson You can have triggers that set the priority on the messaging (chat) tickets based on SLA, and then the highest priority will be at the top of the queue to be assigned out first. e...

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• Barry Neary
• Erstellt 25. Mai 2023 03:51
• 0 Stimmen

1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

Hi Tobias Hermanns You would be able to setup a custom status called 'On Vacation' which, if chosen by the agent, then any tickets reopened when 'On Vacation' will be reassigned vs. if you are just...

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• Barry Neary
• Erstellt 17. Mai 2023 13:52
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Agent status: out of office with omnichannel

Hi, we are working on a feature that would automatically reassign a ticket if it is reopened and the agent is offline (ETA July 2023). That wont reassign unless ticket is reopened - it is on the ro...

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• Barry Neary
• Erstellt 17. Mai 2023 09:13
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Inactive message scenarios for assignment and capacity rules

Hi , there is an EAP which treat inactive messages the same as active ones - let me know if you would like to join that  

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• Barry Neary
• Erstellt 17. Mai 2023 09:11
• 0 Stimmen

1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

Hi Adam Currently that ticket will stay with the agent, as they have already been assigned the ticket. We have an upcoming feature that would enable you to reassign back to the group if the ticket ...

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• Barry Neary
• Erstellt 17. Mai 2023 09:04
• 0 Stimmen

1. Objects and rules
2. ...
3. Routing
4. Routing options for incoming tickets

Hi Henrik H. The ticket once assigned stays with the agent. The agent would typically set the ticket to 'Solved' once completed, but that ticket can be reopened by an end user typing a reply. That ...

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• Barry Neary
• Erstellt 10. Mai 2023 09:29
• 0 Stimmen

1. Objects and rules
2. ...
3. Routing
4. Routing options for incoming tickets

Hi Henrik H. In just over a month we are planning to release a feature in omnichannel routing that will automatically reassign a reopened ticket back to the group if the agent is offline Barry

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• Barry Neary
• Erstellt 10. Mai 2023 08:43
• 0 Stimmen

1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

Sacbe Alfonsina Ibarra E We literally have just added side conversation tickets to the list of tickets that can be routed - they count towards email capacity, which includes webform, email, API and...

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• Barry Neary
• Erstellt 4. Mai 2023 08:20
• -1 Stimmen