Steve Lacoss

Hi Helen,

Default group is just the initial group an agent is assigned when user is created.  You may remove agents from that group and assign to other relevant groups.  Agents can click “take it” if the ticket is assigned to a group they are part of and it will stay in that group. If a ticket is assigned to a group they aren't part of , or create a new ticket without assigning it to  a group, then the ticket auto assigns to agent within the default group.  

If you have Zapier it can be done. 

Create a view in Zendesk for each organization

Create a Zap with thresholds that when it runs, it checks the number of tickets in the view and if the number of tickets is => than x it sends an email or Slack notification. 

Hi Brock,

Zendesk Explore has a dashboard calls Zendesk Guide.   On the first dashboard,  you can filter the channel to Agent Workspace and the role to staff.  This will show what articles were viewed from within Zendesk Support.   Clone it and add assignee name as a variable and you will have a list of who clicked through into the article. Maybe require them to vote on it once completed and that can be shown as well.

Hi Rory,

I have used Zapier to create the weekly task tickets. But if this is only an announcement and not a work ticket that needs updated,  simply create a trigger to set it forward a week when set to pending,  and then an automation to set to open on the specified date.  When task I complete,  set to pending and then when it is time to do it again. the ticket is right there to remind you. 

Hi Casey,

We filtered the callback request tickets out of the agent views until they expire and have a dedicated WFM view where we can monitor waiting calls and direct agents to go online to catch it.  Nothing you can do about a callback request if the customer calls back in while the request is waiting. 

Hi Thomas,  

You should have a trigger that looks like this. It opens the ticket upon customer response and sets the next action date to today.

{{ticket.title}} is the placeholder that pulls the subject line for the ticket. You want to keep that one as it is.  Is there another trigger that fired to update the subject and overwrote that one with the undesired subject? 

Hi Mia,

Open the events tab within the ticket and look for a trigger that may update the subject line.  You can then either disable or update the trigger to disregard when the macro is used (add a tag with the macro).

Create an automation that can change them from pending to open. Just make sure the conditions match and time frame only for the hour set to pending so that you only change the tickets you accidentally set to pending.

Another option is bulk updating form within a view inside lovely views where you can do 200 at a time instead of the 30 in a regular view. 

Mine says Admin Log not Audit Log  and it throws a bad cookie that makes me have to clear cache in order to go back in to Tymeshift.