Working with tickets

Return to top

44 Comments

  • Jordan Lester
    Zendesk Product Manager

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

    0
  • L2 RU TL Aleksey Voloshin

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

    0
  • Nagarani Nagarani

    Super excited

    1
  • Nagarani Nagarani

    Yes

    0
  • Viktor Osetrov
    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
     
    0
  • 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!

    0
  • 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.

     

    0
  • Sean Johnson

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

    0
  • Dave Dyson
    Zendesk Community Manager
    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
    0
  • 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!

    0
  • Dave Dyson
    Zendesk Community Manager
    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
    0
  • 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.

    1
  • Sean Johnson

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

    0
  • Dave Dyson
    Zendesk Community Manager
    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.
    0

Please sign in to leave a comment.

Powered by Zendesk