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Daniel Codesal
Joined Feb 21, 2024
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Last activity Feb 06, 2025
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Latest activity by Daniel Codesal
Daniel Codesal commented,
Hi Barry Neary hope you're well! Just wondering if you have plans to add inbound call channel to the reassignment feature? When an end-user calls us, we often need more time to resolve the issue and we continue working in the same ticket but communicating with the customer via email. Agents have set their status to annual leave but re-opened tickets where the original channel is incoming calls cannot currently be automatically reassigned.
Any help much appreciated, thanks!
View comment · Posted Nov 04, 2024 · Daniel Codesal
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Daniel Codesal commented,
Hi Dayner Carry,
When I first started using queues I noticed something similar. Looking at the events history I realised the older tickets hadn't been assigned a queue as they were created before the queues were set up. Whereas the newer tickets had been assigned a queue as they were created after the queues were set up. A queue always takes priority over standard omnichannel routing, so all tickets assigned to a queue - regardless of timestamp - will be auto assigned before a ticket without a queue.
So I bulk updated the older tickets e.g. change the priority to low then back to normal or add a tag and then immediately remove the tag. After I had updated them, the older tickets were then assigned a queue and routed before the newer tickets.
Hope this helps.
View comment · Edited Aug 02, 2024 · Daniel Codesal
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Daniel Codesal commented,
+1 for direct messaging. Currently we aren't using side conversations as unable to message colleagues directly. Are there plans for this to happen? It would be so useful!
View comment · Posted Jun 26, 2024 · Daniel Codesal
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Daniel Codesal commented,
View comment · Posted Jun 21, 2024 · Daniel Codesal
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Daniel Codesal commented,
Barry Neary was able to help me with this and changed a setting for us. You need to be excluded from the disconnection service. We opted for this now and it's working great for us.
View comment · Posted Jun 21, 2024 · Daniel Codesal
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Daniel Codesal commented,
Hi Barry Neary
“I can DM you to have your reassigned tickets go back through queue logic, its a setting on the backend at the moment”
Can I have your support with this setting please.
View comment · Edited Jun 10, 2024 · Daniel Codesal
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Daniel Codesal created a post,
Hello,
I have a question about the new ‘reassignment of reopened tickets’ feature within omnichannel routing. I have created a custom agent status called ‘Annual leave’ for when our team are away on holiday and set it as the status for the new ‘reassignment of reopened tickets’ feature hoping it works the same way as the out of office app. See screenshot below.

Our agents have been changing to this status at the end of their shifts before going on holiday, however the following morning the system has automatically changed the annual leave status to offline. Therefore, their reopened tickets are not reassigning to agents in the same group.
Is there a way to stop the system automatically changing a custom status to offline? Or are there plans to prevent the system from automatically changing a custom status to offline after inactivity time? I’m not sure why we would be able to set a custom status to use this feature, but then Zendesk overrides it?
Any help much appreciated. Hope to hear from you soon.
Edited May 09, 2024 · Daniel Codesal
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Daniel Codesal commented,
Hello,
I have a question about the new ‘reassignment of reopened tickets’ feature within omnichannel routing. I have created a custom agent status called ‘Annual leave’ for when our team are away on holiday and set it as the status for the new ‘reassignment of reopened tickets’ feature hoping it works the same way as the out of office app. See screenshot below.

Our agents have been changing to this status at the end of their shifts before going on holiday, however the following morning the system has automatically changed the annual leave status to offline. Therefore, their reopened tickets are not reassigning to agents in the same group.
Is there a way to stop the system automatically changing a custom status to offline? Or are there plans to prevent the system from automatically changing a custom status to offline after inactivity time? I’m not sure why we would be able to set a custom status to use this feature, but then Zendesk overrides it?
Any help much appreciated.
View comment · Edited May 09, 2024 · Daniel Codesal
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Daniel Codesal commented,
Hello,
I have a question about the new ‘reassignment of reopened tickets’ feature within omnichannel routing. I have created a custom agent status called ‘Annual leave’ for when our team are away on holiday and set it as the status for the new ‘reassignment of reopened tickets’ feature hoping it works the same way as the out of office app. See screenshot below.

Our agents have been changing to this status at the end of their shifts before going on holiday, however the following morning the system has automatically changed the annual leave status to offline. Therefore, their reopened tickets are not reassigning to agents in the same group.
Is there a way to stop the system automatically changing a custom status to offline? Or are there plans to prevent the system from automatically changing a custom status to offline after inactivity time? I’m not sure why we would be able to set a custom status to use this feature, but then Zendesk overrides it?
Any help much appreciated.
View comment · Edited May 09, 2024 · Daniel Codesal
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Daniel Codesal commented,
Hi, is there an update on when inbound call tickets will be treated the same as email and messaging tickets? We often have complex queries which means our agents are required to continue working on the ticket after the phone call has ended, so the ticket becomes a web form/email ticket, but isn't included in agent capacity totals.
View comment · Posted May 07, 2024 · Daniel Codesal
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