Erin the mentor

1. Community
2. Zendesk on Suite best practices
3. Fine Tuning: Effective team communication in your support organization

Hi Mike, Each and every time I observe an agent using Zendesk, I die a bit inside when I see they have Zendesk up on one monitor and email up on another—all to make sure they see important Zendesk ...

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• Erin the mentor
• Created April 29, 2016 23:47
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

Hi Pete, Yep! We renamed it, but otherwise it's the play-only agents feature you've been using. :) Best,Erin

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• Erin the mentor
• Created April 27, 2016 16:26
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

Hi all, I wanted to let you know that we've just launched a feature called Guided mode that is designed to help prevent agents from cherry-picking tickets. It is not a round robin model, but I thin...

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• Erin the mentor
• Created April 27, 2016 16:11
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

Hi Darron, Whoops! We're actually fairly close to launching a feature that... we're still naming. Right now I call it "Play-only" agents, and it basically lets you designate certain custom roles as...

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• Erin the mentor
• Created April 06, 2016 22:54
• -1 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add end-user as CC via Trigger or Automation

Hi all, Quick update. While there's still no movement on this in terms of actual work, we are narrowing in on a proposed solution we think would work nicely for this problem. It would allow you to ...

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• Erin the mentor
• Created February 17, 2016 21:58
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add end-user as CC via Trigger or Automation

Thanks for the continued feedback, all. There's no ETA at this time, but we are looking at these use cases as we begin to plan for 2016.

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• Erin the mentor
• Created November 04, 2015 19:02
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add end-user as CC via Trigger or Automation

@Mike: Thanks so much for taking the time to share your use case in detail. That certainly helps! We may very well just add a new option to add email addresses in triggers, but we like to understan...

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• Erin the mentor
• Created October 16, 2015 00:17
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Add end-user as CC via Trigger or Automation

Hi all,I know I posted here a couple months back, and then went radio silent on you. That was certainly not my intention, and I apologize for the lack of transparency.I want to start off this post ...

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• Erin the mentor
• Created October 13, 2015 22:46
• 5 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Round Robin assignment

Hi Pete, We have no plans to add an official round robin solution. That being said, I am currently working on a project to help prevent agents from cherry-picking tickets out of views. More to come...

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• Erin the mentor
• Created October 01, 2015 18:25
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add end-user as CC via Trigger or Automation

Hi all, Apologies for all of the confusion here. Deepa was responding to a the comment from Shannon that included requests for end-users to be able to subscribe to an org again and for end-users to...

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• Erin the mentor
• Created August 17, 2015 16:47
• 0 votes