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40 Comments

  • Doug Woolley

    Hi, I would really really like to be able to collapse the Dashboard/Getting started bar on the home page of the agent dashboard.  Is this possible?

     

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  • Erika Camille Sundian
    Zendesk Community Team

    Hi Doug Woolley,

    Welcome to the Zendesk online Community!

    The Getting Started tab is not possible to collapse or remove at this time. Once the account has transitioned to a paid-account, it will default to the objectively more useful Dashboard. The tab itself does remain throughout the duration of the account to offer suggestions on Zendesk features - most paid-account users simply ignore this tab once it no longer defaults to it.

    Please let me know if you have any additional questions or feedback. I would be happy to continue assisting you!

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  • Doug Woolley

    Thank you Erika Camille Sundian,

     

    I don't use the getting started tab so yes, that make sense.  Ignoring the tab doesn't do me any good however as I'm still unable to use the useful Home/Dashboard page without having this panel take up a third of my screen.

    Your Views page does this swimmingly btw.

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  • Awais amanat

    Hi, 

    I have a question that I need to customize the ticketing environment, like giving the example in following 

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  • Rachel

    If our team of 5 agents are using the Play button while in the same inbox/folder, how do you avoid agent collision when merging? For example, if while in Play, 2 agents are on 2 different tickets from the same user, how can we ensure that merging is able to be accomplished without worrying whether another agent is also about to merge the tickets for that customer/user? Is there a solution to be able to use Play while also merging tickets and avoid agent collision?

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  • Abhishesk Harshwal

    How do I move open ticket to view ticket that I created?

     

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  • Shayne Traqueña
    Zendesk Customer Advocate

    Hi Abhishesk Harshwal!

    It depends on the condition that your Views has. Can you share its conditions so we can work on moving the tickets to the View.

    For now, you can try to add Status is Open to the View's condition.

    Thanks!

     

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  • Magdalena

    Play mode gets turned off after we refresh the page - can it be prevented?  Skipping tickets, to get to the point where you finished, takes ages. 

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Magdalena,

    Thank you for posting a comment on our Community. Yes, the play mode needs to restart if you refresh the page. As of the moment, there is no native way to route the agent back to the ticket that they are previously looking at. I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.

    All the best 

     

     

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  • Ariadna Di Fabrizio
    To keep a ticket open after you submit it
    • By default, Stay on ticket* is on so you can stay on the ticket after submitting changes, click the menu from the left of the Submit button change default selection.
    • Change this option to Close tab before submitting your final updates so you can move to the next available ticket.

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