Thomas Bouw

+1

We recently started working with Zendesk as well and provide support for a lot of different Brands (+10). One of the things we miss in the Dashboard is what brand the ticket has been assigned to.

If the dashboard would be more customizable, this and other issues preventing agents from working between a load of views and the dashboard could be maintained to a minimum.

Hey there,

It there a way to filter out Help Center content based on a brand? 

We have a customerdesk that supports about 10 different webshops where lots of content is overlapping, but there are also some major differences that we want to show based on which webshop the customer visits.

Can this be achieved by using different URLs or maybe some other way?

Thanks!

@Matthew,

I tried this the first time while experimenting with the triggers and macros, but for some reason the light agents still ended up being in the CC. I might have made a mistake back then, cause today the same setup seems to work properly.

So thanks for the suggestion :)

 

We just started implementing Zendesk in our Customerdesk and I'm currently setting up the basis workflow, triggers and macro's. We will be the only department working directly with Zendesk. All other departments will be subscribed as Light Agent, since they only need to add internal information that the Full Agent (customerdesk) asked about.

I created macro's and triggers that automaticly add the others departments to the CC so the Zendesk Agent has an easy way asking questions to the right person. The Light Agent then just replies to the sent email, which inserts the internal comment and changes the ticket status.

Here I encountered the same problem as the others in the topic: "Why isn't there any option to remove this Light Agent from the CC via triggers? "

These Light Agents only have to respond to the question from the Full Agent. After that it's back to a 1-on-1 between the Full Agent and the customer. Our other departments don't want to remain in the CC of this ticket. They don't want to keep receiving other updates from the ticket, since it will be concidered nothing more that spam to them.

Removing the CC manualy after the answer has been given, just askes for problems. Agents want an easy workflow and no special exeptions.

 

So please Zendesk, add this simple, yet efficient feature!