Ashleigh Bulmer

I have set up an automation with the action:

Notification Target > Create internal comment on ticket.

On the ticket I can see this automation ran in the events tab. But no internal note is present on the ticket. How do I get this to work?

Context: I have an automation that runs following a macro that emails the customer. This is successful and working. However as the action sends the email external to the ticket I want that response to still appear on the ticket somewhere so that engineer's don't have to go into the events tab to see it's been done. 

Hi,

I wanted to review skipped tickets for the agents in guided mode.

Agent 1 (Role = Advisor Guided Mode) has “Play Only” on their Zendesk profile. Under skipped tickets there isn't any data so is it safe to assume they haven't skipped any tickets?

Agent 2 (Role= Advisor Guided Mode) doesn't have the “Play Only” option on their Zendesk profile. Why is that?

Is there a way to remove the "Urgent P1" option from the ticket form for the web widget but still have Urgent P1 as an option when creating a support ticket on Zendesk Support Agent?

At the moment we have customers logging P1's via the web portal when our process is for P1's to be logged via the phone. If we remove the option to log it via the portal it will force the users to call the Service Desk.

So far I can't remove it on the web form via web widget, without it being removed on our agent portal so our service desk agents then can't raise a ticket to a P1.

We use guided mode for all of our support engineers. This works great during working hours however some engineers like to do overtime to help the team out. It would be really great if we could disable guided mode outside of scheduled hours so engineers can see the queues and jump on any "quick wins". 

We do have a separate queue called quick wins however tickets only appear in there if the Triage Engineers mark it as a quick win. Some engineers are product champions so a hard ticket for one engineer could be a quick win to another so this queue is not effective enough.