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Ben Kroes

Joined Oct 22, 2021

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Last activity Nov 01, 2024

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Latest activity by Ben Kroes

Ben Kroes commented,

Community comment Feedback - Chat and Messaging (Chat)

+1

View comment · Posted Jul 18, 2024 · Ben Kroes

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Ben Kroes commented,

CommentUsing Built by Zendesk apps

We've created groups and hidden them using this Account Control App. We use Zendesk messaging, and needed a way to route chat requests to the appropriate group of agents. In our use case, we have an IT group with 10 agents. However, only 5 of these agents have the skills needed to service a specific line of business that we capture with a bot during the messaging flow. We needed to create a group for these 5 agents, but this group is only needed for routing messages. As such, we don't want everyone else in our account to see and assign tickets to this group. It would be nice if this app was able to hide the group even when an agent uses the bulk "Edit ticket(s)" button. Even better, if there was a different way to assign incoming messages to a group of agents with a specific skill set (without having to create a Zendesk group) that would be ideal. I'm sure this is a unique use case, but wondering if anyone else has run into this?

View comment · Edited Feb 28, 2024 · Ben Kroes

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Ben Kroes commented,

Community comment Feedback - Reporting and analytics (Explore)

Our organization would really like to see this feature as well.

View comment · Posted Apr 26, 2021 · Ben Kroes

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