Melanie Scarth

1. Support
2. ...
3. Tickets
4. Adding the On-hold ticket status to Zendesk Support

Can someone give me an idea on how to create the trigger that keeps tickets on- hold ?   We use on hold to get feedback from product , so if the status changes the ticket will be removed from the v...

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• Melanie Scarth
• Created February 24, 2020 20:34
• 0 votes

1. Community
2. Support Q&A
3. Looking for a way to track high-priority tickets visually in the ZD support agent

Hi Team, we have automated responses to out customers and tag them, is there a possibility to let an agent know ( rather than just a tag ) that the ticket was re-opened after an automated reply. I ...

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• Melanie Scarth
• Created January 22, 2020 18:30
• 0 votes

1. Support
2. ...
3. Workflows
4. Creating and managing automations for time-based events

I am trying to create an automation that unassign tickets from an agent after 2 hours , if they have not responded.Help would be great !

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• Melanie Scarth
• Created November 28, 2019 16:57
• 0 votes

1. Community
2. Support Q&A
3. Assign all incoming tickets automatically

Thank you Thomas.   And how will the Agent / group be informed about the assigned tickets ? What is the best practice on proffessional?  

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• Melanie Scarth
• Created October 30, 2019 19:10
• 0 votes

1. Community
2. Support Q&A
3. Assign all incoming tickets automatically

Is it also possible to assign to groups - and then set a time limit in professional ? Meaning if nobody picks it up assign per day / shift of an agent ? 

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• Melanie Scarth
• Created October 28, 2019 22:17
• 0 votes