Who is our account contact?
AnsweredI've been having issues with our zendesk account for over a week. I chatted with support five days ago and the issue still isn't resolved. No one has responded to the existing chat in three days, and I need my functionality restored.
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Hey Christine,
It looks like your question is related to adding new tags to email tickets is this correct? How exactly do you want to add these tags to a ticket? Are you trying to set up a trigger that will automatically apply a tag? A macro? Or are you wanting to add these tags manually as the tickets come in?
Let me know as I'm happy to assist further!
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Thanks Brett!
We already have tags that we use - to identify the "user journey" (a new user, existing user, etc) and the core issue - when a ticket is closed. "core issues" are the reason the user contacted us. They're applied manually. I've been able to create and edit these tags before but now I can't find where to do this anymore. I'm an admin. We've had some admin changes recently and I suspect this might be related? The only thing I can see related to tags is the tag cloud now
I also don't seem to have access to the Time Tracking app even though it is integrated. Both of these features just don't appear anywhere in my Admin Center. -
Hey Christine,
Thanks for the clarification :) If I'm understanding you correctly, then all you would need to do is type in the "core issue" tag you would like applied to the ticket and hit enter. That would create the tag automatically in your account. Once you start applying those tags to tickets, they will show up under Admin Center > Objects and Rules > Tickets > Tags.
It may also be beneficial to set up Macros that will apply these tags automatically. From experience this helps reduce any errors that may come up from agents incorrectly typing the tag into a ticket. The macro will take care of all of that for them and make sure no unnecessary "new" tags are created.
Let me know if this isn't what you're looking for.
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That doesn't work and it's not what I'm looking for; tags are selected by agents from a drop-down menu that pulls from the list of created tags. Just typing the name of a tag that doesn't exist doesn't do anything, it just continues to show the approved tags in the menu. (I don't want agents just typing in their own tags either!)
I also need to be able to edit them later.
I've always been able to create new tags, it's within the last couple of weeks that this seems to have disappeared -
Hey Christine,
Could you share a screenshot of this drop-down menu you're referring to just so I can make sure we're both on the same page?
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Please excuse my terrible artwork lol I'm showing the whole screen so you can see where this appears in an interaction
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That's where the tags are selected.
Here's the user journey stage:
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And then the agent selects the Core IssueImage removed
Finally, this is how the tagging looks before the agent submits the ticket as solved
Image removed
I need to be able to pre-create those tag choices in the Admin Center, like I used to.
We dont fill anything in the "Tags" field above those menus because the completed ticket will show the tags there automatically, like this:
Image removed -
Some macros that we use will automatically add tags, but not all, so in those cases we must select the tags manually - and if no macro is used the tag must be selected manually every time
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Brett - I've been trying to resolve this, and three other account issues that haven't even been brought up yet, for five days now. I can't do my job. We've had admin changes recently and I need to get this resolved. To my initial question, do we have an account contact that I can speak to directly? This back and forth in comments and chats with hours and days in between isn't acceptable now. I would also prefer to not post screenshots of our internal systems on a public forum.
thank you! -
Hey Christine,
Sorry for the delayed response and I totally understand your frustration here. I'll do whatever I can to help on my end of course and I do so you have a ticket open with our Customer Care team as well so they will follow up as soon as they can. I've bumped the priority of your ticket to see if we can get this resolved faster for you.
On my end, I went ahead and removed the screenshots from your comment now that I have an idea of what you're working with. From what I can see in your screenshots, it looks both User Journey Stage and Core Issues are both ticket fields that you're setting values to which is then applying tags to your ticket based on what's selected. If I'm correct in what I'm seeing, then you would just want to add additional values to your two existing ticket fields.
To do this, you can navigate to Admin Center > Objects and rules > Tickets > Fields. More information can be found in this article: Editing and managing your ticket fields. If you plan on editing your dropdown fields, I would recommend also taking a look at this article: Understanding how creating, deactivating, or deleting ticket fields impacts tickets
If that's still not what you're looking for let me know. I hope this points you in the right direction!
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YES 🙌 that's what I needed, this whole time. 🥲 Thank you so much!!
Now, I also need help accessing the Time Tracking app, please. It's integrated, and I can see the time on a ticket briefly when I open it, but I can't find where to access the app or the data from it for my monthly reports.
And, we are paying for 33 agent seats on our Zendesk account, but we only need 6. Can you please help me to adjust our account? -
Wohooo!! Glad it worked :)
As for your question related to the Time Tracking app, if you'd like to manage the app then you'll want to take a look at this article: Managing your installed apps
I would also encourage you to take a look at this article as well which will show you how to use the app both within a ticket and your reports: Using the Time Tracking app. This article will also show you how to pull your time tracking data in Explore.
I realize I'm just throwing articles at your but I do think that will be your best resource for using this integration.
As for adjusting your agent seat count, the owner of the account would need to make these changes. More information here which includes how to make changes to your subscription: Viewing and managing plan subscriptions
It's worth mentioning that since you're downgrading your plan by removing the number of seats on your account, those changes will not go into effect until the next billing cycle.
One final note is that if you plan on removing agents from your account, you should take a look at Best practices for removing agents. There's some great information in that article on what happens when you remove an agent and the steps you'll want to take prior to making these changes.
I know that's a lot of information I just shared but hopefully it helps :)
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Hi Brett!
the info regarding the Time Tracker app isn't helping.
It's installed and it's enabled. I need it for emails - FRT, time spent in email and resolution time. When I open a ticket, I can briefly see the clock in the left side fields (where my tag fields are) and then it immediately disappears. I can't find anywhere to access any data from it.I've checked all the app settings, everywhere in zendesk and I can't find it?
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hello, hi, any updates?
This is why I keep asking who our account contact is 🫠
thanks! -
Hey Christine,
Can you click into the app within the page you shared in your screenshot? I'm wondering if the "Hide the app from agents" option is enabled and that's why it keeps disappearing for you. Screenshot from my test account below:
If you continue to experience issues let me know and I can get a ticket created on your behalf and passed over to your account rep.
Keep me posted!
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It IS enabled, but I'm an Admin so I should be able to see it
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Hey Christine,
Thanks for confirming. I will create a ticket for you and escalate this to our Customer Care team so they can follow up. I'm not quite sure why it wouldn't be showing up for you as an admin so they should hopefully be able to help you out there.
You'll receive an email shortly stating your ticket has been created.
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