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Enhanced support for messaging on agent Home

Answered


Posted Jun 25, 2024

What is the best way for a support manager to see all tickets relevant to his group with Realtime updates for messaging tickets, including a conversation status indicator to indicate when a conversation is live?


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3 comments

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Stephan Marzi

Zendesk Luminary

Hi Efrat,

We are using special views for the group of managers. If needed you can also provide mails or a message in MS Teams channels or Slack.

 

Regards,

Stephan

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Ifra Saqlain

Zendesk LuminaryMost Engaged Community Member - 2022Most Engaged Community Member of The Year - 2021Community Moderator

Hi Efrat Barak Zadok,

 

According to me, I only go to the Views to see the tickets and related updates:

 

 

To manage the Views

 

 

Thanks

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Jahn

Zendesk LuminaryCommunity Moderator

Efrat Barak Zadok - would also encourage you to use the Live Dashboard wherein you can see real time traffic for messaging and in terms of visibility on the ticket you can create ticket views.
 

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