Recent searches
No recent searches

Joshua Teitelbaum
Joined Mar 31, 2023
·
Last activity Oct 11, 2024
Following
2
Followers
0
Total activity
23
Votes
14
Subscriptions
5
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Joshua Teitelbaum
Joshua Teitelbaum commented,
We have just released the capability to push the account level setting to all groups, so you do not have to edit the groups one by one. We recognize that editing groups one by one is a very onerous and unnecessary activity and this particular settings pushdown feature will hopefully help. Thanks for your suggestions Steven Hampson

View comment · Posted Oct 10, 2024 · Joshua Teitelbaum
0
Followers
1
Vote
0
Comments
Joshua Teitelbaum commented,
Jahn The option to assign to the group without an agent on solved tickets is an option that is allowed and probably would be used when there is a lot of activity of agents out of groups and you DON'T want the legacy behaviour of giving it to the admin performing the transfer or the longest active agent in the group. It's a state that was suggested by some of our larger customers that wanted to assign the SOLVED tickets manually instead, after finding them.
View comment · Posted Aug 20, 2024 · Joshua Teitelbaum
0
Followers
3
Votes
0
Comments
Joshua Teitelbaum created an article,
Announced on | Rollout starts | Rollout ends |
Aug 19, 2024 | Aug 19, 2024 | Aug 19, 2024 |
Zendesk is introducing new reassignment options for solved tickets when an agent is deleted, downgraded, or removed from a group. Admins can now turn on and configure solved ticket reassignment behavior at both the account and group level.
This announcement includes the following topics:
What is changing?
Previously, when an agent was deleted, downgraded, or removed from a group, their solved tickets were automatically reassigned to the admin removing them or the longest active team member in the group.
Now, admins have the option to turn on solved ticket reassignment in Admin Center. Solved ticket reassignment allows you to configure different behavior for how a departing agent’s solved tickets are reassigned.
Admins can configure solved ticket reassignment options at both the account and group level so that you have the flexibility to configure the behavior that best suits your needs.
Why is Zendesk making this change?
We’re making this change so that you don’t have to manually reassign departing agents’ solved tickets. Additionally, these options give you flexibility to change how solved tickets are automatically reassigned.
What do I need to do?
You don’t need to do anything. Solved ticket reassignment is automatically available to turn on in Admin Center. See Setting reassignment options for groups' solved tickets for more information.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Aug 19, 2024 · Joshua Teitelbaum
2
Followers
3
Votes
0
Comments
Joshua Teitelbaum commented,
Sydney Neubauer Thanks so much for your feedback. Your perspective on how your company operates is very welcome and necessary for us to improve this feature, and our offerings in general. After receiving feedback like yours and others from our customers we have decided to pause the EAP, and plan to make those incremental improvements to ensure your needs are sufficed. After we make these improvements, we would like to go through a thorough review to ensure we've hit the mark of excellence we are looking for. We expect these improvements will be ready for review in Q3, subject to our customers being ready.
View comment · Posted Jun 28, 2024 · Joshua Teitelbaum
0
Followers
1
Vote
0
Comments