Routing messaging tickets and notifications

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7 Comments

  • Shot Scope Support

    Hi, is it possible for the outcome of a 'Transfer to agent' in the 'Flow Builder' to be a new email ticket that populates the backlog?

    We aren't looking to have an online human chat presence but would like a bot presence. Ideally what would happen is that if the customer doesn't get the help they are looking for they can submit a request/contact form that generates an email ticket in the backlog for us to pick up.

    It seems the only type of support ticket that can be generated is a Chat ticket not a support ticket or have I got that totally wrong?

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi there, 

    Apologies for the late response. We have introduced business hours in Flow Builder. This will enable admins to capture more information from customers, starting a conversation out of business hours. This information will passed along to a new Messaging ticket. The agents have the option to respond via messaging or email to that ticket. 

    I would also suggest checking out this capability, which sends email notification to customers for new, unread messages from the agent. 

    -Prakruti

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  • Anton Verhelst

    When a messaging request comes in "A notification is broadcast to all agents, informing them that a request has been received."

    Is there any way to limit this notification (the conversations button in the upper right corner) to the agents in the group the ticket is assigned to? Now all agents see there is an incoming message, even when it is not in their group. They can select it but the get the notification they don't have the rights to view it and that's it.

    2
  • Anton Verhelst

    Hi, I found the answer to my question, maybe this could be added to the article:

    in order to make assigned routing work you should also enable the chat department.

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  • Jeremy Watkin

    Anton Verhelst can you explain in more detail how you solved this problem? I too find that messaging and social conversations broadcast to all agents even if they aren't assigned to those groups and I'm having a difficult time figuring out how to limit this. Thank you!

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  • Anton Verhelst

    Jeremy Watkin

    These are the steps I've taken:

    In the Chat Dashboard, go to Settings > Departments and enable the teams that should be able to receive the incoming messages.

    Next go to Settings > Routing and select Assigned.

    Then I created triggers for the specific channels to assign to the correct groups.

    Example: FB Messenger should go to the Social Media Team (group in Support)

    1. enable chat for Social Media Team in Chat dashboard
    2. Set routing in Chat dashboard to Assigned
    3. create trigger with conditions "ticket is created" and "channels is FB Messenger" and set action to "Group is Social Media Team"

    Make sure your agents are chat agents of course.

    This worked for me, I hope it helps you as well!

    2
  • Jeremy Watkin

    Thank you so much Anton Verhelst! This is a wonderful improvement.

    0

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