I know that the time zone is set at the user/requester level, and I would like my team to be able to more easily take that information into account for the purposes of prioritizing/triaging and the like. Does anyone know if it's possible to either set views to account for requester tz, or to configure columns that would display it?
For example, imagine:
- The Agent is in Chicago with two tickets that require her attention.
- The two tickets have approximately equal amounts of time left on their SLAs, so she can't really use that to prioritize.
- One ticket's requester is also in Chicago and most likely online, the other is in Madrid and most likely offline for the day.
That being the case, it makes the most sense to prioritize the Chicago ticket (the requester is still online, so you can give them a quick turnaround) over the Madrid ticket (that requester is probably offline, so he won't see the response until tomorrow his time anyway). I should mention we're a b2b company, so office hours have a fairly major impact on our workflows.
As I understand the current state, if the agent wants to prioritize based on time zone, she has to click into the tickets, individually check the requesters' profiles, and make a decision from there. What I would like in the proposed state would be some way for either the agent to quickly determine requester tz, or for Zendesk to take requester tz into account when it orders the tickets in her queue.
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