Izabella Hammar

1. Agent guide
2. Ticket basics
3. Working with tickets

Lee Ryall No problem, Good Luck 😃

• View comment
• Izabella Hammar
• Created May 25, 2022 12:13
• 0 votes

1. Agent guide
2. Ticket basics
3. Working with tickets

HiLee Ryall That is the default dashboard from Zendesk. I always recommend working from the views, and not the default dashboard. You can customize all views to have the work 100% after your own wo...

• View comment
• Izabella Hammar
• Created May 25, 2022 11:54
• 1 vote

1. Agent guide
2. Ticket basics
3. Working with tickets

@Brett, If he create a custom field for priority it won’t work with any SLA and reporting will be a lot more complicated so I would not recommend it. For priority I highly recommend using the Zende...

• View comment
• Izabella Hammar
• Created May 24, 2022 17:09
• 0 votes

1. Agent guide
2. Ticket basics
3. Working with tickets

Hi,Then I recommend you to use the default Priority feature in Zendesk.And I also recommend creating a view for tickets that has a higher priority, that will make it easy for the agents to start wi...

• View comment
• Izabella Hammar
• Created May 24, 2022 14:57
• 1 vote

1. Agent guide
2. Ticket basics
3. Working with tickets

Hi,Lee Ryall Admin Center > Ticket Field > Status > "Enable On-hold status"It is a setting at the bottom of the page, > Save! Regarding the other question, do you mean to the customer or flagged in...

• View comment
• Izabella Hammar
• Created May 24, 2022 14:42
• 1 vote