Different email adresses for Administrator and Agent in the same profile

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10 Comentarios

  • Dan Cooper
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    Hi Petko, 

    This can be challenging but there are a few options you can consider: 

    1) You can consider two accounts.  You can have each logged in using two separate browsers so that you can keep each separate.  Associate each with a different email address so that it's easier to keep them separate. 

    2) Setup your notification triggers and automations to provide different subject lines to help you differentiate these.  This isn't always practical to do for just you, but sometimes you can do this with reporting notifications by adding something like "[Admin Reports]" to help make it clear that these are meant for you as an admin.  If you needed to, you could put logic in and double a trigger that allowed the first notification to send an alert to all agents and have it skip you, and then have a duplicated trigger that only sends to your admins. Sometimes setting subject lines is an easy way to differential agent workflow vs admin workflow. 

    3) If you don't like to use doubled triggers for this, you might be able to use Liquid Markup in the body of the message of existing triggers to put a special note in that looks at your role and if it is admin, it adds that note only if you are an admin (examples of similar workflows here, here, and here. 

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  • Petko Petkov
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    Hi Dan! 

    Thank you for answering.

    I want to try to develop the double triggers. Is there an instruction on that?

    All the best,

    P.P.

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  • Dan Cooper
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    Hi Petko, 

    It may not work for every scenario, but in short you would do this by controlling the conditions around the user on the trigger. Below are some example conditions you can work with.  If it's just you, you can create a trigger that watches for you as the assignee to perform different logic.  You can inverse it for the second trigger. Note that the role here is looking at the requester, so it might not work directly for your use case.  

     

    Trigger 1 might look like: 

    ALL 

    Assignee | Is | Me

    Any

    Ticket | Is | Updated

    Ticket | Is Created 

    Actions

    Email  | Assignee 

    Subject | [Admin Subject Line]

     

    Trigger 2 could look like

    ALL 

    Assignee | Is Not | Me

    Any

    Ticket | Is | Updated

    Ticket | Is Created 

    Actions

    Email  | Assignee 

    Subject | [Agent Subject Line]

     

    You'll have to tweak the logic a bit for your workflows.  But you can also use tags as well, so you might have tags that you add to tickets that you are involved in that makes this a bit more straight forward for rules like:

    Assignee | Is | Me

    Tags | Contains one of the following | tags

     

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  • Petko Petkov
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    Hi Dan,

    I am trying it now but I find that my tab looks different from yours. I have attached a screenshot, so you see what I am talking of.

    There is no "Me" or even my name or the other agents' names option.

    Is there any way I can enable it?

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  • Dan Cooper
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    Hi Petko, 

    It's possible that your Zendesk plan may have different options available than what I have available to me.  I'm currently on an enterprise plan.  

    You may still be able to setup alternative logic using different conditions aside from Assignee although I'm not sure as to which options would be available to you on your plan. If you have Tags you could do something like: 

    Use a macro to add an admin tag to your tickets before submitting a comment, then build a trigger like the following:

    All

    ticket | is | updated

    current user | is | (agent)

    Tags | Includes one of the following | admin

     

    Actions 

    Email | (current user)

    Subject | Admin Subject

    Remove Tags | admin

     

    Then on the other notify triggers add a condition for Tags | contain none of the following | admin

    It adds a step for you to add an admin tag before you submit an update, but it lets you call out that you want different notifications than normal. 

    Another option you can consider that doesn't require double triggers would be to take a look at your subject lines and see if you can make them more specific and easily readable.  Maybe you can clean up the subject lines themselves so it's more clear as to what each is.  Including details like "Chat assigned to {{ticket.assignee}}".  This would allow for you to filter emails that are set for you directly and if you got the same subject line with another agents name in there, you'd know it wasn't for you to process and only informational.  You could use email filters to help move these into folders or tag them in a way that is meaningful for you. 

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  • Petko Petkov
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    Hi Dan!

    I have been trying to do what you instructed me to.

    I created a macro and it appears in my tickets.

    Further I am trying to create a trigger as per your example but I do not have a "Tag" option at all. I have:

    • Status
    • Assignee
    • Requester
    • Ticket
    • Privacy
    • Comment
    • Current user

    I have been trying in numerous ways to insert an option for "Tag" but with no success. 

    Did you have to insert it manually?

    Kind regards,

    P.P.

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  • Brett - Community Manager
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    Hey Petko,

    Can you confirm the Support plan level you're on? Support Essential would not have access to all the available conditions within a trigger which may explain why you don't see this option. You'd at least need to upgrade to Support Team or higher to have access to this functionality.

    Let me know!

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  • Petko Petkov
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    Hi Brett,

    I am on the Essential plan..I just looked..Only my Chat plan is Professional.

    Is there a way to resolve my issue with the 2 emails if I stay on Essential?

    Thank you for your reply!

    Kind regards,

    P.P.

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  • Brett - Community Manager
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    Hey Petko,

    I'm afraid there wouldn't be a way to separate these emails outside of setting up mailbox rules on your email provider side :-/

    Essential is rather limited on customization options so upgrading to Team is the only alternative I can think of.

    Let me know if you have anything else for me!

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  • Petko Petkov
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    Hi Brett!

    Thank you for all your help and time! 

    I think I will manage and will conciser your advice!

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