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Henrik Heckmann

Joined May 10, 2023

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Last activity May 11, 2023

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Latest activity by Henrik Heckmann

Henrik Heckmann commented,

CommentEnd users and organizations

Hi Team,

I have a question about feedback, please.

At the moment, most of our tickets get solved by teams of outside vendors. When we get an escalated ticket from them, we have - if it's merited - a choice to open up a Google form (which then gets sent to the vendor's manager). We do this when we want to comment on what the vendor might have done better in the ticket (e.g. wrong advice given, language not personalized, etc.)

While the separate Google form works to some degree, it's somewhat cumbersome, and as a result, not as much feedback gets given as would ideally be the case.

Given the restriction outlined above (i.e. we are not meant to address the vendor directly but let their manager know instead), is it possible to have "a box" within the Zendesk ticket that then automatically notifies the manager (after their name has been entered/defined somewhere)?

Also, the current Google form lets managers turn the submitted info into a Google sheet quite easily, so the "Box" scenario would need to allow for this, too.

Thank you for letting me know if this sounds like something that could potentially be integrated into our tickets.

View comment · Posted May 11, 2023 · Henrik Heckmann

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Henrik Heckmann commented,

CommentRouting

Thank you, Barry, much appreciated!

View comment · Posted May 10, 2023 · Henrik Heckmann

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Henrik Heckmann commented,

CommentRouting

Hi Barry,

Thank you very much for the fast reply. One thing we are investigating is if it might be useful to aim for the opposite approach (possibly when overall volumes are low): say an agent is offline (on a break/end of the working day), and we know that they'll be back, is it possible to create a rule that sends the reopened ticket straight back to them (rather than the group in general)?

View comment · Posted May 10, 2023 · Henrik Heckmann

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Henrik Heckmann commented,

CommentRouting

Hi,

I am looking into what options might be available after a ticket has been answered by a team member if the customer then decides to write back (say, with a follow-up question).

Is there a way of automatically routing that ticket back to the team member who initially answered the query? (We may have this set at the moment based on who is at work/whose shift is on, but it might not be ideal to have one and the same customer receive answers from different team members just because they might receive a reply faster in this way.)

TIA

View comment · Posted May 10, 2023 · Henrik Heckmann

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