Alison Cook

1. Community
2. Feedback - Ticketing System (Support)
3. Add option to limit agents to tickets in their own brand using roles

Alina Wright Would this allow us to restrict certain Ticket Forms to only be visible to certain groups? We'd love to be able to allow specific groups view specific Ticket Forms vs. everyone seeing ...

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• Alison Cook
• Created November 16, 2021 21:41
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. New Agent Workspace - Collection of issues presented by our agents using the new workspace

+1 for your 3rd Bullet. I've also raised that feedback here: https://support.zendesk.com/hc/en-us/community/posts/4408868425370-Differentiate-between-chat-vs-support-ticket-in-Agent-Workspace

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• Alison Cook
• Edited November 16, 2021 21:31
• 0 votes

1. Agent guide
2. Ticket basics
3. Understanding when email replies become public or private comments

Hello, Is there a concept to differentiate chat vs. support tickets in the new agent workspace? Our chat agents have to manually select "chat" in the comment section when they receive a chat. When ...

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• Alison Cook
• Created January 28, 2021 16:20
• 0 votes

1. Objects and rules
2. ...
3. Business rules
4. Managing trigger categories

Is there going to be a way to multiple select triggers to add them to a category? We have many triggers and individually updating will be a lot. Thank you! Alison

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• Alison Cook
• Created January 27, 2021 17:55
• 2 votes

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for live chat

Hello, Is there an update on when the Agent status will be available i.e. How long were agents in invisible, away and/or ready? We'd like to most specifically know the average # of chats served/tim...

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• Alison Cook
• Created January 14, 2021 23:33
• 6 votes