Receiving and sending messages in the Zendesk Agent Workspace

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3 Comments

  • Slava Skorbezh

    Great news! I hope more SunCo channels will be added to Social messaging

    1
  • Morvan le boulanger

     Hi all. We have a doubt regarding ticket´s assignment.

    Let s say a WhatsApp ticket is reopened by the customer and in status "open". The current assignee is off for the day as well as the administrator. How can the agent working at this time handle the request?  Is this possible to be done through an automation (ticket reopen - assign to group?)

    Thanks for advise.

    Morvan

     

    2
  • Monica Wong

    I also have the same question as Morvan above - if a customer replies to an open ticket and the assigned agent is not online, can an automation be set up to reassign to the group?

    0

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