Operator AV-1544

Hello

We have multiple talk lines.  Is there a way to do the following?

• based on which line is called, assign appropriate form
• based on which line is called, automatically assign a tag
•  

For example, if line 1 is called, I want to assign Form 1 and have a tag on that ticket called Line1.

What I am asking is for incoming calls and not voicemails that are left. We have a team that answers the calls during business hours but I need to have the right forms assigned.

Thanks. 

Hello

Has anyone ran into this issue?  Trying to delete a brand (it has no tickets associated with it). It was just created as a test brand.  When trying to delete it, it just stays on the screen where it asks you to confirm or cancel.  Once you get to that screen, you can click Confirm or Cancel, but nothing will happen. You cannot even hit the little x button to close that window.  It just stays there.  The only way to go away from this page is to refresh the whole page, which will bring you back to the brands page and the brand will still be there.

Essentially, you are not allowed to delete the brand, but it gives you the option and when it does, it just freezes.  

Trying to deactivate it and exact same issue.

Oh, I am using Firefox for this and have tried Chrome as well.

Any ideas?

Understood.  Thank you. I have made the changes on it.  Will monitor it.

Hello Brandon

I have about 25 triggers and each one is set up based on the channels (for example, there is a trigger that says if channel is specific email, route to specific group). 

Issue I am running into is the trigger for Voicemail which is supposed to go to 1 group only, but this trigger gets fired for tickets for other triggers.  For example, social media trigger is specific and is only for tickets that are coming in from Twitter and Facebook.  Unfortunately, what I have seen is that tickets from Social Media get Voicemail triggers get assigned - this happens where the Social Media trigger gets applied, but then right after that, it goes to the next trigger which is Voicemail and it applies that one so the ticket ends up in the wrong group.  I want to stop that but have not figured out how to do that.

My social Media trigger is ahead of the voicemail trigger already and configured as below:

----

Must meet - Ticket is created
Any meet - Channel is Facebook, Twitter, twitter DM
Action - Assign Form X and group SocialMedia

---
Voicemail Trigger is configured as follow

Must meet - Ticket is created
Any meet - Status is new & Channel is Voicemail
Action - Assign Form X and group Z

----

Good Morning

We went live with IVR few months ago and now things have gotten really bad within zendesk.  Tickets are getting assigned to wrong groups.

Questions I have are these:

1. Once a condition is met, how do I tell zendesk to stop going to other triggers?  Right now, it is one after the other and it just doesn't stop.

2. It should only go to the next trigger if the conditions are not met. 

In most cases of CRM, software would look for a condition to meet and if it does, it will not go through others, but in Zendesk, it seems that it is FIFO and it will not work if your trigger is set at the bottom.

Any ideas on how to resolve this issue?

Thanks.

Hello

I am trying to add the Instagram Direct but running into an issue.  After successful logging into Facebook, I am getting to step 2, but I am not getting anything into the drop down box for selecting profile.  And so I cannot move forward since I cannot select the profile.  Any ideas?

Thanks.

This is actually not helpful at all.  Based on the subject line, you would think that it would provide you with a list of all your agents and last time they logged in. 

Unfortunately, it does not.  If you follow this article, it will never show you the results if the agent has never logged in.

I have yet to find a simple report that lists all your agents and their activity (Zendesk has a tendency not to show the agent if there is no activity - which is weird bec that is what most people would want to see).

still searching for answers.

Hello

I am having the same issues as earlier mentioned. This seems to be a bug somewhere in Zendesk that I am not able to find out.  Every new email that is created (not by me but someone else in the group), also shows my name with it.  Since I was the 1st user of Zendesk and created the 1st email, now every email shows my name.  That is insane, and the replies here do not help either as this is not something that is based on a single agents' profile.  

it seems that the system is taking the person who setup the primary instance, and putting his/her name in every email that is created afterwards.

Does anyone have a solution for that?