Janet McMonagle

Thank you all. I think I am going with the email option.

Thanks. How do I get support from zendesk? My team thinks we are paying for support and I should just call them up and ask. I cannot find how to do that and get a real person, not a bot. 

Thank you. I don't know why Dwayne gets all the tickets. He's not assigned. There seems to be a default "support" group which is supposed to contain everyone. We've tried setting up separate groups for separate people and it all comes around that either everyone gets the ticket notifications, or just me, the owner, the bookkeeper, and Dwayne. Chris seems to get them when we tag him. I need to know when I receive the notifications who they are going to, and its just not accurate. 

So I guess we need to buy a consultation? How do we do that? Where do we set that up?

I work with a company that has sales agents who need to respond individually to tickets. All tickets should go to the company owner, me, and the bookkeeper. NOT to all the agents. 

We've entered agents and they go into some default group. At first they were all receiving all ticket notifications. Then we tried changing things. Now the tickets are emailed to me, the owner, the bookkeeper, and one specific agent, Dwayne, who is not on the ticket. We try assigning the ticket to the specific agent Chris. He does not get the email unless we tag him and make him a follower. Dwayne should not be getting these at all. 

Chris gets the bulk of the support tickets. I have 5 other agents who should get their own tickets, not everyone elses. 

How do we set this up? The company owner and I have spent hours on this. He wants to leave zendesk, but our bookkeeper wants us to keep it. |

Thanks, Janet