Shweta Gupta

1. Community
2. Zendesk Suite Q&A
3. Auto-populate Text User Field from message content

Hi, I have a similar query. Incoming tickets have agent names, especially loyal customers who reach out to support directly addressing the agents they last worked with. I understand how to set this...

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• Shweta Gupta
• Created June 10, 2021 12:42
• 0 votes

1. Support
2. ...
3. Service Level Agreements (SLA), macros, and CSAT
4. Can I automatically set priority on tickets for my SLA targets?

Hi Tiann, This is helpful. I have a follow-up question - Based on the above, how can I keep on assigning tickets to agents (round robin or any fashion). I tried the Round Robin app on marketplace a...

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• Shweta Gupta
• Created June 22, 2021 13:01
• 0 votes

1. Agent guide
2. Ticket automation and collaboration
3. About side conversations

Hi,  I have been facing issues with Side conversations. The behaviour is very erratic. A lot of times, these side conversations are not delivered. I have checked all the settings and confirmed with...

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• Shweta Gupta
• Created May 12, 2021 20:20
• 0 votes

1. Agent guide
2. Ticket automation and collaboration
3. Building macro action statements

Hi, Does using "Set Subject" creates a new ticket or just changes the subject of the entire ticket for the agent. Also can you let me know what would be the end customer experience on this one?

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• Shweta Gupta
• Created May 14, 2021 16:45
• 0 votes

1. Agent guide
2. Ticket automation and collaboration
3. Building macro action statements

Hi Brett,   Thank you for the prompt response. This helps. Just confirming that the customer will have an updated subject within the same email thread, right? Also, if this is the case, what are th...

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• Shweta Gupta
• Created May 14, 2021 17:30
• 0 votes

1. Objects and rules
2. ...
3. Business rules
4. About automations and how they work

Hi, Is there a way to set a trigger based on who the ticket was addressed to? Context: Customers often tend to address the tickets to agents with whom they have had a good experience. This need not...

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• Shweta Gupta
• Created May 27, 2021 15:26
• 0 votes

1. Agent guide
2. Additional ticket channels
3. Working with Chat tags in the Zendesk Agent Workspace

Hi Lisa, Is all of the above mentioned functionality released now or there is something missing?

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• Shweta Gupta
• Created May 12, 2021 21:32
• 0 votes

1. Support
2. ...
3. General questions and issues about tickets
4. Can Zendesk Support equally distribute tickets amongst agents or groups?

Hi Leah, Any updates on having a built-in capability within Zendesk for auto assignment?

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• Shweta Gupta
• Created June 22, 2021 19:59
• 0 votes