Tip: Keep Yourself SANE By Organizing Your Triggers

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8 Comments

  • Kelsa Henry

    Hi Brandon, 

    Thanks for this great tip however, can I get the same structure for views. My account has 4 pages of Views. (1.5K agents) 

    If 1 page has 100 views (no easy way to tell apart from manually counting)...that means we've got nearly 400 view. As an admin, it's definitely not contributing to my SANITY as the overall admin in keeping up, finding and managing them. Is that part of your product line to have views categorized as well so that I may retain the last bit of SANITY I have left?

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Kelsa Henry What a great suggestion!  I'm not aware of anything up and coming in this regard, but I would definitely suggest cross-posting this on the new Admin Center Feedback Page. Cheers!

    Brandon

    1
  • Ricky J.White

    Hi Brandon,

    Thanks for this great tip however, can I get the same structure for views. My account has 4 pages of Views. (1.5K agents)

    If 1 page has 100 views (no easy way to tell apart from manually counting)...that means we've got nearly 400 view. As an admin, it's definitely not contributing to my SANITY as the overall admin in keeping up, finding and managing them. Is that part of your product line to have views categorized as well so that I may retain the last bit of SANITY I have left?

    Thank you,

    Alex

    Blog Body:

    Hi Alex,

    Thanks for your feedback and questions.

    We are planning to release the views dashboard feature in our upcoming version.

    Once it is available, you will be able to see the number of views for each of your agent pages.

    You can also check the total views for your entire account.

    Thanks,

    Brandon

    ---

    This comment has been edited by the Zendesk Community Team to remove extraneous information 

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  • Dave Dyson
    Zendesk Community Manager

    Hi Ricky,

    I think the Brandon who's response you're quoting is not the Brandon who wrote this tip – and in any case, the best place for your Views feedback would be to add your use case to this product feedback thread: Add categories (subviews, dropdown view) function to Views

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  • Wesley E.Jacobs

    These Triggers are arguably the most important of all, because they dictate who, how and when users get notified of communications.  While some Triggers like "Notify All Agents Of New Request" might be over-zealous, others like "Notify Requester and CCs of Comment Update" are imperative if you want customers to be able to see your message. Don't forget about the Proactive Ticket Notification Trigger for conversations that are started by your agents on the web interface!  Pro Tip: If you're ever curious if a Trigger sent a notification on a ticket, all you have to do is check out the event log.

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Thanks for the feedback Wesley E.Jacobs!  Couldn't agree more!

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  • Sharjeel ahmad

    Some Triggers, such as "Notify All Agents Of New Request," may be overly aggressive, but others, such as "Notify Requester and CCs of Comment Update," are essential if you want your target audience to see your message. For conversations that your agents start on the web interface, don't forget to use the Proactive Ticket Notification Trigger! Pro Tip: You only need to look at the event log if you're ever unsure whether a Trigger sent a notification on a ticket.

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  • Brandon Tidd
    Community Moderator
    The Humblident Award - 2021

    Very Good point Sharjeel ahmad - Just make sure you're putting those in the the notification category.  Also, something I noticed is that a category with inactive triggers can't be removed, so my best practice is to move those to a category at the bottom called 'Trigger Archive' and then make them inactive.

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