Differentiating Personal Tickets vs Customer in email
AnsweredWe use our Zendesk instance for supporting our customers as well as our internal employees. As an agent who handles a lot of customer requests, I typically do not submit tickets relating to actual issues. As many of you do, I receive a lot of the automated emails notifying me that a ticket has been updated. These are not paid much attention since we enforce living inside of Zendesk and using different views as being the driving force for our work flows.
The issue I came across is that when I submit a ticket and another group responds to me asking me to provide additional information, they put the ticket on pending and then for me as the requester it kinda gets lost. Yeah I received an email with the agent asking me the question, but it looks like the other hundred emails I receive notifying me of an update to one of my tickets.
How do other people handle this? Should I make a view of my requested tickets pending a response? The other thought I had was to somehow change the email notification in these instances so that they stand out more and it makes me feel like I am a customer and I need to respond.
Any ideas would be greatly appreciated.
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Hi Travis! Excellent question.
I feel like there are a couple options here. Since you primarily work in Zendesk, not email, it might be a good idea to set up some email filters that route your normal customer tickets away from your inbox completely. The way such a filter would look is going to vary depending on what email client you use and how your interval vs external workflows are set up, but it would prevent the notifications about your personal ticket notifications from getting lost in the shuffle.
In addition to, or instead of, that, your suggestion of a View just for your personal Pending tickets could be really helpful as well, although not necessarily any more likely to grab your attention as an email notification.
As far as changing the notification trigger, it's definitely something you could look into. But the feasibly is going to depend on whether you have separate triggers set up for internal vs external tickets.
Personally, I'd try the email filters first, but of course that's up to you. :) Let us know if you have any other questions!
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