Routing tip when groups are restricted
I'm looking to get some swag so figured I could drop a quick tip here on how I do some routing from some groups that do not have access to other groups. In our Zendesk instance we have the following types of users, Employees, Clients (actual agents, not end users) and Vendors.
We need to be flexible and allow all of these groups to work in harmony, however we cannot share data and access across them all. Only our employees can see everything. Many times, vendors need to route tickets to clients, or other team members. So we've setup macros to do this. I know what you're thinking, sure, just set the group on the macro...nope, that's been restricted so vendors cant see our groups, same with clients. So, how do we do it?
I use a tag for the macro, example: route_to_general_support. When that macro is initiated and submitted, it will then--behind the scenes--
- Use a trigger to grab the tag
- Route the ticket to the appropriate group
- Then remove that tag from the ticket
Using that method, I am able to route tickets to any group, at any permission level. Just a little tip for everyone...it's been a life saver for me in many ways. Enjoy.
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Hi @brian -- thanks so much for this tip! I hope you got your swag.
I'm just popping into various relevant topics to say that we're starting a research project focused on ticket assignment workflows. Routing is obviously big part of that.
So if anyone reading this is interested in participating during the April/May 2017 timeframe, I've got a sign-up link where you can provide contact details.
Thanks!
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Appreciate it Kristen, however I did not get my SWAG :(
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D'oh! I'll see what I can do!
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We have been thinking through restricting agents to groups but not being able to assign outside your groups is one of the set backs. This tip is very helpful! I could see it would also be a bit tedious to administer (with updates/changes to groups) and train, but as a workaround it is viable. Thank you!
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