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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