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John

Joined Apr 15, 2021

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Last activity Dec 27, 2023

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ACTIVITY OVERVIEW

Latest activity by John

John commented,

Community comment Feedback - Ticketing system (Support)

Well, as of today we are disabling Omnichannel routing.

It keeps picking just two agents and going back and forth between them, even when other agents are online and have capacity. I set capacity at 10 for all agents, and it's not assigning tickets to agents with 1 open ticket, but choosing these two agents over and over, who have 0 open and 2 open, respectively. 

We really need it to distribute tickets evenly, and it absolutely does not do that. 

We're also finding that ZD sets folks offline for no reason - even while they're actively working. 

We also submitted a support ticket outlining these issues on Tuesday, here it is Friday and no one has even responded

So, disabling Omnichannel as it is just not ready. 

View comment · Posted Dec 16, 2022 · John

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John commented,

Community comment Feedback - Ticketing system (Support)

Thanks Barry Neary those are helpful logic tidbits to know, and I'll make sure I add it to our internal documentation on how our setup should work.

View comment · Posted Dec 16, 2022 · John

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John commented,

Community comment Feedback - Ticketing system (Support)

Even with Omnichannel routing, it still doesn't Round Robin assign tickets. Truly, the logic behind the routing is still a bit of a mystery as there are no settings other than "if it has x tag, then route it" and capacity settings. 

It still will give one agent 7 tickets, the other 2 when they have the same number of OPEN tickets in each of their assigned queues. Very strange. 

ZD needs to continue to enhance this to allow for configurable logic. 

View comment · Posted Dec 15, 2022 · John

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John commented,

CommentRouting

Thanks Barry. Just to be clear, being Offline and being Out of the Office are sometimes two separate things and should be treated differently. Or at least have two separate options to set how to handle each.

For instance, an agent might be Offline as they've gone home for the night. Even if a Pending ticket switches back to Open following a customer response, the ticket should still stay in their queue, assigned to the same agent for follow-up the next day. 

But if they're Out of Office (on vacay, etc) the ticket should be unassigned and routed to another agent. 

I suppose this could be handled via custom statuses, though .. 

View comment · Posted Dec 13, 2022 · John

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John commented,

CommentAdditional ticket channels

Lauren, we found that when you go to the Assignee field and can see agents from there, it does show who is Online and not with the little colored dot next to their name. Not a great way, but it's something.

Unfortunately, it's still a huge issue that Admins have no ability to change the status of agents. 

View comment · Posted Dec 13, 2022 · John

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John commented,

CommentRouting

We found the same thing, and it's really disheartening that Zendesk's own solution doesn't respect the OOO setting in ... Zendesk's solution. 

It's clearly a bug to me, and a fix should be prioritized as it's really dangerous to have a ticket re-assigned to someone who is OOO. That's a really easy way to have something go unnoticed by support agents. 

View comment · Posted Dec 12, 2022 · John

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John commented,

CommentAdditional ticket channels

Hey @Kat we have it set up for 6am-6pm. I would hope being outside of business hours would stop the ticket assignment, so I guess that's good!

Yeah, having all agents re-login makes sense. I'm just testing this out in my Sandbox for right now, but what I'm really concerned with is that it's not doing what it should be doing. Then to add that there's no way to manage for Agents who aren't able to just re-login (if they're on vacation, etc) or folks who are just out of office, that gets worrisome. 

And then of course still getting tickets assigned to Offline agents. 

View comment · Posted Nov 14, 2022 · John

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John commented,

CommentAdditional ticket channels

I'm noticing that for tickets, Agent status is not always respected. For instance: 

  • Agents who have not signed in since enabling Routing in my Sandbox are being assigned tickets. Shouldn't they be OFFLINE? 
  • Even after I set myself as OFFLINE, I still receive tickets.

I also notice that the configured Availability in the Zendesk Out of Office app is not respected, and users who should be OFFLINE (haven't signed in) and are set as Unavailable are still assigned tickets. The ZD Out of Office app does not prevent users from being assigned tickets by Routing. 

I have been trying to communicate this to Zendesk Support for a week now, but they keep saying "Oh those agents are OFFLINE". 

I know, that's the problem.
 

View comment · Edited Nov 14, 2022 · John

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John commented,

Community comment Feedback - Ticketing system (Support)

Also found that the status and routing do not respect settings from the Out of Office app (created by Zendesk). So, even if an Agent is set as Unavailable via the app (so that no new tickets can be assigned to them), Routing still assigns tickets to them. 

It'd be great if the two functionalities worked together. 

View comment · Posted Nov 07, 2022 · John

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John commented,

Community comment Feedback - Ticketing system (Support)

The lack of any sort of admin functionality for agent statuses makes Omnichannel something we're not currently able to implement.

It seems the system automatically sets an Agent as Online even if they haven't accessed Zendesk since Routing is enabled, so tickets will be routed to an Agent who isn't there. 

And there's no way for an admin to change the status. 

View comment · Posted Nov 07, 2022 · John

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