English (US)

Tracking the original agent

Josh Padnick

We're setting up a support process where the first agent to whom the ticket is assigned is the "tier 1" agent, and that agent may later escalate the ticket by assigning it to a Zendesk group or a person who is a subject matter expert. In our process, the ticket is now in "tier 2." 

This has raised a key question: How can the tier 1 agent create a view that shows all tickets for which they were the initial assignee?

I tried creating a custom ticket field called "tier 1 agent name," but it looks like I can't automatically set this value with a macro, so that probably won't work. Any other thoughts on how I might be able to accomplish this?

4 Comments

  • Jarrad
    • Edited

    Josh Padnick What plan are you on and how many agents? I'm also curious to know what group and/or role settings you have setup for Tier 1 and Tier 2 etc? Do they have the ability to create their own macros and views? 

    You could definitely achieve this through a macro with a tag, the tag would work like your custom ticket field. I would suggest you have a standard escalation macro and then another macro for each agent to tag with a unique identifier. 

    However, if you are in a medium sided organisation with 10+ agents in each tier this could become a nightmare to maintain and I'd probably recommend against it. 

    Edit: If you used a dropdown of the agents names that would possibly work for your macro (original thought process), again it's going to require maintaining. 

    Thanks.

    0
  • Josh Padnick

    Thanks for your input! We're on Zendesk Suite Professional, at least for now. And tags and a custom dropdown field were exactly what I was thinking is a possibility, though just as you said, if the number of agents becomes high, that gets pretty clunky and hard to maintain.

    That may be our best bet, but curious if there's a more scalable option here?

    0
  • Jarrad

    Josh Padnick just looking at the screenshots on this market place application, it seems to log the agents, status and time spent - https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/

    I'm not 100% sure on the functionality as I am yet to test but might be what your looking for?

    Thanks, Jarrad.

    0
  • Josh Padnick

    Thanks, Jarrad! We had a single field to propagate from org to ticket with only 6 possible values, so I wound up just defining 6 separate triggers.

    0

Please sign in to leave a comment.

Didn't find what you were looking for?

New post
Powered by Zendesk