When using Zendesk, sometimes we would like to be able to make another team/department aware of some action that is being taken, but do not want to move the ticket as the assignee still needs to be the person dealing with this.
We are currently having issues with this due to the restriction of a support address that is routed into Zendesk not being able to be sent a side conversation or be CCd on the ticket. For this reason the agents are needing to preform additional tasks, including raising new tickets that can be passed over to offer this update to the required team, which is delaying the resolutions and affecting the AHT of the tickets.
Is it possible for this restriction to be removed?
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