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52 Comments

  • Jordan Lester
    Zendesk Product Manager

    Shayan Moussawi glad you asked! The new agent home dashboard is planned to be released in H2'22. 

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  • L2 RU TL Aleksey Voloshin

    Как настроить напоминание о конкретном тикете, с указанием точной даты и времени?

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  • Nagarani Nagarani

    Super excited

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  • Nagarani Nagarani

    Yes

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  • Viktor Osetrov
    Zendesk Customer Care
    Здравствуйте L2 RU TL Aleksey Voloshin

    Благодарю Вас за вопрос
    Вы можете настроить напоминание о конкретном тикете, с указанием точной даты и времени через сторонние приложения из маркетплейс:

    https://www.zendesk.com/apps/support/reminders/
    https://www.zendesk.com/apps/support/due-time/
    https://www.zendesk.com/apps/support/deadline/

    Надеюсь это именно то, что нужно
    Если будут вопросы - обращайтесь
    С уважением
     
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  • Lara

    Mimi Lee asked:
    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?

    To this I would like to ask: is there a way to automatically assign the ticket when pressing the "play" button?

    Can you give us an update on this? Thanks!

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  • Au Finh

    Lara Our Routing app has a "Playlist Button" feature that automatically assigns tickets to agents when they click on the button. It's designed to address most of the main limitations of Zendesk's Play Button (aka Guided mode). No skipping. No agent collision. To learn more, see Playlist Button: Alternative to Zendesk's Guided Mode.

     

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  • Sean Johnson

    Is it possible to make a Zendesk Ticket URL visible to someone who doesn't have a Zendesk login?  Thanks

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  • Dave Dyson
    Hi Sean, 
     
    A non-agent/admin can view the Requests page for a ticket in the Help Center if they're the ticket's requester, if they belong to a Shared Organization that the ticket's requester is also a member of, or if they're CC'd on the ticket. But in any case, they'd need to log in to the Help Center in order to see the ticket. For more information, see Tracking your support requests
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  • Jamie S

    Hi Zendesk! Thanks for describing the default display ordering of the tickets! Is there any way to change the display order from Requestor Updated date (oldest first) to Request Submitted date (oldest first)? Keeping the First Response metric low, and Time to Resolution metric low, requires sorting open tickets by *submitted* date, so the ones that have been open the longest get worked on first, without punishing (or prioritizing) customers who try to "bump" their thread for visibility.

    It's a normal behavior to send a "bump" message when a recipient is unresponsive, since most email clients move the newest messages to the top. Zendesk moving these to the bottom rather than the top might make sense, but it is not a behavior the customer expects or understands, as it's opposite to their usual email communication experience. It also ensures that very engaged customers may never receive assistance while the most passive customers are served first.  Urgency is a key reason people become more engaged, and this system behavior literally penalizes urgent issues for being urgent, or anxious people for being anxious, while prioritizing issues that have less customer engagement, just because they have less customer engagement. In my opinion, inverse-recency of customer update (rather than agent update or issue submission date), is a bizarre way to rank requests.

    Please can you let me know if there's a way to sort the tickets by Submitted date or Agent Updated date rather than Requester Updated date? Thanks!

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  • Dave Dyson
    Hi Jamie, I'm afraid that's not possible -- for better visibility to our product team, would you mind adding your information here to this thread? Customizing Home Dashboard
    -1
  • Annelies Van der Sanden

    Is there a setting somewhere that makes it mandatory to enter a comment when skipping a ticket? Currently they can leave this field blank and go to the next ticket.

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  • Sean Johnson

    Is there a way to edit the Properties panel on the left? 

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  • Dave Dyson
    Hi Annelies, and welcome to the community! There's not a way to make the comment field mandatory when skipping tickets, but there is an active product feedback thread around this, so I'd recommend upvoting and adding a comment with your use case here: Reason Column when Agent closing the Ticket
     
    And Sean, yes -- that panel shows fields associated with the ticket, requester, or requester's organization, and you can add custom fields to expand the information there. See About Ticket Fields, and then these articles on adding custom fields to tickets, users, and organizations.
    -1
  • When an agent has a ticket open but has a dimmed picture (idle), does that mean they have the ticket open, but viewing another ticket? And how does that get counted when using the Time Tracking feature? What I'm hoping is that if an agent has a ticket open and is viewing/editing it, it gets counted toward their ticket handling time. If the agent has the ticket open and has navigated to another browser tab/window, that should also count toward their ticket handling time. The only exclusion would be when an agent has a ticket open but is actively viewing/editing a different ticket. In that case, it should pause the Time Tracking timer.

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  • Dane
    Zendesk Engineering
    Hi Allen,

    You are correct, but it can also be that they are still on the ticket but there's no activity for quite some time. 

    For the time tracking app, it tracks the time as long as the ticket is open and will only stop when an update is made. Hence, it will not be possible for your use case.
    1
  • Sarah LeAnne Hill

    How do I speak to someone about my ticket 

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Sarah - 

    I checked your account but you are posting from one that is not affiliated with any customer accounts, so I wasn't able to look up any ticket for you. 

    Please reach out to our customer support team from your customer account. You can do so by following the instructions here: 

    Contacting Zendesk Customer Support

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  • Jeremy Pesola

    Hi there! Is there an ability to assign more than one ticket after selecting play? For example, 1 play click = 5 assigned tickets.

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Jeremy,

    This is not yet possible using Guided mode. In Guided mode, agents can access views using the Play button and tickets will be displayed one at a time. When agents click the Play button, the system automatically opens the first ticket in the view. 

    Hope this helps.

    1
  • The Bitcoin Academy

    Hi Guys,

    It appears that "Stay on ticket" is now set as the default. I'm not sure why this would be default since we just answered the question and want to move onto the next question. I see in your documents that it says that when we move it to "Next ticket in view" it should always stay that way. It does until I go to the home screen and look at all the tickets. When I select one and go back into answer, the default is back to "Stay on ticket". This was not the way mine has functioned in years. Where can we change this so it always stays on "Next ticket in view".  It really is annoying having to select that each time. Yes if I never visit the home screen to look at all the tickets it will stay, but once I do its one more click that I'm forced to make. 

    Please bring back or create a way we can set our own default "Next ticket in view"

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  • Dane
    Zendesk Engineering
    Hi The,
     
    Thank you for brining this up. please contact our support directly for us to investigate further. 
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