Using views to sort your branded tickets

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8 Comments

  • Terry Knox

    @Heather: What you're after is on the horizon, apparently: https://support.zendesk.com/hc/en-us/community/posts/203430856-Views-Make-available-for-multiple-Groups

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  • Colin Piper

    Terry, unfortunately the "Planned" tag has been there a while on that thread so you may not be seeing this quite so soon. Zendesk of course love to surprise us so you never know :)
    The way I deal with this is to add hidden groups. I create a group that is whatever mix I need and then use the Assignment control app to hide it. Works well for me.

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  • Terry Knox

    Ooh! Another useful Zendesk labs app! Will take a look - thank you.

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  • Hassine Berrahal

    Hi all,

    Hope you can help with the question below:

    We are using Zendesk Software as a CRM during this period for 2 different brands, we've set the groups according to each brand since I know that there is not a brand restriction.

    However, when an agent from Brand X want to assign tickets to another team from the same brand, he can probably and by mistake assign ticket to Brand Y, so my question is: Do you have any feature that can block agents from Brand X to assign the ticket to Brand Y let's say kind of pop up blocker which will play a role as notification to alert agents ...

    Thank you in advance.

    Hassine 

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Hassine,

    You could use an app such as Ticket Field Manager to hide these ticket fields from your agents. There's also the Hide Ticket Fields app which you can give a try as well.

    I hope this helps!

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  • Hassine Berrahal

    Hi Brett,

     
    Thank you for your quick answer.
    I had the chance to talk with our developer where I've exposed the 2 options that you've provided, however, it seems a little bit hard to get what we are looking for, let me give you more insight and a concrete example :
    Imagine that we have the following options A, B, C, D in one ticket field (dropdown menu), Based on agent fields/role, we want to hide option A for example, and show others.
    Hope it's clear enough ...if not let's have a separate meeting where I can share more details and share my screen if there is a need.
     
     
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  • Brett Bowser
    Zendesk Community Team

    Hey Hassine,

    I'm not aware of a way to hide specific drop-down values from agents within a specific role unfortunately. There may be another app in our marketplace that could help with this.

    Perhaps other users can jump in here and offer up an alternative solution for you.

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  • Marc Binns

    I've been searching around the admin areas and now the forums, but haven't found a way to sort based on TWO criteria. For example, Priority, THEN, Request date.

    We get a fairly high volume of requests and we use the priority field to alert team members to requests that should "jump the queue". Aside from priority, requests are processed based on age. The problem now is that agents have to always jump to the end of the view each time they visit it, in order to see if there are any new High priority requests they should pick up before others.

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