This setup is our way of minimizing the administrative handling of tickets by Zopim agents, but I'm not completely happy with it, would love it if someone had better ideas or suggestions for improvements.
The amount of tickets we get from chat that need a follow up from Zendesk is about 7-8 %, so most of the time tickets just need to be solved after chat has ended.
Instead of agents switching between Zopim and Zendesk to handle the solving process, I have set up an automation in Zendesk to solve chat tickets unless they have a particular tag.
Since tags are transferred from chat sessions to tickets, the agents can apply the tag during, or when ending a chat session and the ticket will get solved by the automation.
Our agents are instructed to apply the tag keep_alive whenever they need to follow up on the chat from Zendesk (using a shortcut for convenience).
An automation runs an hour after ticket creation to solve chat tickets without this tag that are not already solved.
Now you could use a trigger to achieve the same, but I kept getting problems with updates coming in and disrupting - I forget what exactly, some time has passed since I set it up.
The setup works as intended, but every now and then an agent forgets to apply the tag and tickets are inadvertently solved.
The one hour delay from end of chat to ticket solve also skews reporting on Full resolution times.
So if anyone has something clever working for them, I would love to hear about it!
Iniciar sesión para dejar un comentario.