Receiving and sending messages in the Zendesk Agent Workspace

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6 Comments

  • 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
  • Slava Skorbezh

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

    1
  • Brenda Cardinez
    Zendesk Customer Advocate

    Hi Greg,

    This should be possible, tried it from my end and it works like a charm. If you're having issues with this, feel free to let us know so I can create a ticket for you and investigate this further! Thanks!

    0
  • Greg Schiestl

    Is it possible to merge Messaging based tickets?  I'm not seeing the option for Merge unless the ticket has another communication channel used (for example the Email channel).

    0
  • 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
  • John Espina

    Hi Monica, I will be creating a ticket with regards to your concern about automation setup. 

    0

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