Hussain

The software is cool, but I am shocked we don't have an option of Auto reassigning of Follow up tickets.

I tried to explain to the support agents of Zendesk even though they are not understanding it,  strange - But I could see most of us facing a similar problem.

Example: 

I have 2 agents A & B.

Our client raised an issue requesting to change his account mobile number and the client didn't share the mobile number in the first email. And the ticket id is 100.

So the ticket first got assigned to agent "A". And agent A requested the client to share the mobile number so he can update it to the account, then agent A kept the ticket in "Follow up/ Pending"

The agent is done with his shift and logged out.

After agent "A" is logged out, the client replies to the same email chain the ticket id is 100 -- and the client says this is my mobile number please update it.

Here my agent B is online now, but agent B is not been assigned that specific ticket: 100.

1) The biggest challenge is that these replies are going to agent A's follow-up ticket.

2) Till Agent A joins the shift the client has to wait, but agent B is not been reassigned with the ticket.

This is the biggest challenge or drawback I could say and it would be a bigger issue for us to use this tool...

I wish someone could help us on this, but seeing the above comments it makes me think Zendesk doesn't have it :-(

 

Hello Lisa,

Can you tell if I have custom Priority updated in Fields.

Then I am not able to create SLA's, do I need to use the default Priority which is present in Zendesk????????????

Please can you answer