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Add 'Assignee Name' as condition or placeholder in messaging triggers
Posted Sep 12, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
We would like Zendesk to add the assignee name as a condition in messaging triggers. Or provide the ability to use placeholders like {{assignee.name}}
What problem do you see this solving? (1-2 sentences)
Currently, when using the first response trigger, you can only set a collective shared name such as “Customer Support.” Ideally, we want to save our agents time by setting up a first response trigger after the ticket has been assigned, which will mention their name like
Amelia: Hello, I hope you are well. You are speaking to {{amelia}}, how can I help you today?
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Everyday.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
We are unable to use the first response trigger, and we use shortcuts instead. This still takes time.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
We would like Zendesk to add the assignee name as a condition in messaging triggers. Or provide the ability to use placeholders like {{assignee.name}}
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1 comment
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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