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12 Comments

  • Abhishek Harshwal

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

     

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  • Shayne Traqueña
    Zendesk Customer Care

    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 Wolowiec

    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 Care

    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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  • Edmond Dang

    Are we able to customize the dashboard here? We want to be able to edit and add columns similar to how we would do this when we go into "Admin Settings" --> "Views". Essentially we want our SLA (next breach) to be showing in that dashboard.

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  • Josh
    Zendesk Customer Care
    Hi Edmond!
     
    Thank you for messaging us. If you are referring to the UI/Dashboard of Zendesk itself, it's sad to say that it cannot be edited/changed. What I can only suggest is using the Views to edit it to see SLA's per ticket.
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  • CJ Johnson

    Hey, what does the "closed eye" icon mean?

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  • Dave Dyson
    Zendesk Community Manager
    Hi CJ,
     
    I'm hearing this is something added by the Lovely Views Plus app, although I'm not seeing any documentation as to what it means. 
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  • Mimi Le

    Hey! 

    When using Play, some of our team members are noticing that they are landing on the same tickets even when it's been submitted as Open to their personal queue. We're under the impression that if you "take it" and "submit as Open", this should remove the ticket from a general queue and no one should be landing on that ticket. Do you know what could be causing the overlap in this?

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  • Ash Turner

    At the very bottom of this article, the posting makes reference to "If you are in Guided mode and your administrator has configured your role, you might also be required to enter a reason for skipping the ticket." How would an administrator configure a role to display Guided Mode & activate the Why are you skipping this ticket prompt? Thanks!

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  • Dekbi
    Zendesk Customer Care
    Hi Jenn,
     
    There are multiple ways to send a message to a user who does not currently have a profile within Zendesk.
    • Set up a Webhook
    • Change the requester
    • CC the individual
    • Create a PDF of the ticket
    • Side conversations 
       
    Since you mentioned that you have already tried to utilize the Side Conversation, what I could suggest is to set up a webhook and create a trigger to notify the webhook with the ticket information.
     
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