Just to give everyone that's reading this a quick overview of what I'm trying to accomplish:
I currently have 1 admin account and 5 agents. Each of us is in charge of a different language: English, Spanish, etc. I'm trying to set up our Zendesk system so that when a customer fills out their request form, it will be automatically categorized and assigned to the appropriate category and agent. I've played around with ticket fields, forms, and views, but I feel as if my set up could be better.
Here's what I currently have set in place:
- I've created ticket fields for "Language"
Editable for end-users only, required by both agent and end-user to solve a ticket, and for the field values I've included the 5 languages we'll be supporting: English, Spanish, etc...
I've then added individual Triggers for each language so that when the condition: "Language is English" is met, the action "Assignee Tim" is carried out.
- On our "Sumbit a Request" page, customers are given a drop down menu to select a category for their issue.
I'm hoping to add these same categories on my Views page to see how many tickets are in each category. Is there some way I can set this up? Also, will having different languages somehow impact this?
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