Ryan Lainchbury

Sharing a workaround that a colleague and I created for our team. 

Our team really liked the old dashboard and the ability to pre-read and watch chats without joining. With the limitations in the new dashboard as a result of the new Agent Workspace, and growing concern from our team we created a custom view for active chats that replaced the functionality of the old dashboard for our team. This view also is more accessible than the old dashboard! 

Here is a screenshot of the settings.

The Zendesk Dashboard defaults to the past 30 days. How do I do his to my other dashboards?

Our team deals with this issue as well. 

About 50% of our ticket volume is Agent created, 30% of which customers respond to. We want to include our response time to these customers, but it often results in a skewed First Response Time because of the delay that our customers take. 

Here is a solution that we made!

1. The agent creates a ticket
2. The agent applies a tag of 'outbound' and submits it as any status.
3. I've created a trigger that looks for the 'outbound' tag and automatically sets the ticket to closed (this prevent the First Response Time for this ticket)
4. The trigger notifies the requester (i.e. end-user) - let's say three days pass.
5. The customer replies, creating a follow-up ticket.
6. When/if the requester (i.e. end-user) responds, a follow-up ticket is created with the 'outbound' tag on it from the previous ticket.
7. A trigger then removes the 'outbound' tag from the follow-up ticket and adds a 'follow-up' tag (so we can report on the number of follow-ups we get vs outbounds.)
8. The Agent responds and an accurate First Response Time is recorded!

Here are my screenshots of the triggers. 

Thanks,

Ryan