Some of our agents have long lists of 'Open' tickets and they would like to be able to quickly separate out in a view the ones they have already started working on. This would also be helpful for reporting.
I contacted Zendesk support to ask how to do this and was told "There is one extra status which you can add to your Zendesk if you haven't already; it's called the on-hold status. We use this one here at Zendesk for when we need to pop tickets on hold whilst we're working on them. We use this like an "in-progess" status. I think this may be suitable for your needs here."
This feels like it is bending the system out of shape. The tooltip on the On Hold status is 'Helpdesk staff is waiting for a third party' and we would like to continue using On Hold for this purpose. The Zendesk's own staff are misuing statuses to plug this gap then perhaps it's time to develop a solution.
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