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Q&A - Workforce management
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Team Member Profile
Answered
I see that the team member profiles are manually inputted into the system. Has anyone come up with a way to automate th...
Posted Jun 12, 2023 · Tyler Duncan
3
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0
Votes
3
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Make changes to my agents' views
Answered
As an admin, I want to make a change to views that my agents created themselves for personal use. Is this possible? Ev...
Posted Apr 13, 2023 · Spencer Hutton
5
Followers
0
Votes
4
Comments
Hi.There is a problem on my team going on with agents 'stealing' tickets from each other by assigning those to themselve...
Posted Jun 30, 2022 · Louis A.
5
Followers
0
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2
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We have just implemented zendesk into our business and I would love to know the ideal team structure to continue to opti...
Posted Sep 18, 2022 · Hayley Johnson
7
Followers
0
Votes
2
Comments
One of our Agents is not longer working for us and his position will not be filled until further notice. How can that ag...
Posted Oct 20, 2023 · Luis Estrada
4
Followers
1
Vote
2
Comments
User guide?
Answered
Is there any page with the main articles an agent would need to work on tickets and anything related to their permission...
Posted Jun 30, 2023 · Eduardo Cunha
5
Followers
0
Votes
2
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Hello, I would like to route ticket evenly among three agents.Is there a way where Zendesk can allow that ? Thank yo...
Posted Jan 30, 2023 · Renaud Croix
4
Followers
2
Votes
2
Comments
Workflow Audits Best Practices
Answered
We switched to Zendesk a little over a year ago now - a lot has happened since :) We have grown by 3 brands, with multip...
Posted Nov 18, 2022 · Yvonne P.
3
Followers
0
Votes
1
Comment
I'm trying to come up with a formulaic way to determine how many Tier 1, 2, and 3 agents we need, based on the number of...
Posted Aug 15, 2022 · Allen Lai | Head of CX at Otter.ai
5
Followers
1
Vote
3
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Hi! Until now, only 1 person in our organization was handling support tickets. Now we will have 3 people. I can’t seem t...
Posted Jul 22, 2022 · Lan Vuga
5
Followers
0
Votes
2
Comments