Harrison Meesschaert

+1 for Tom's question above…

We've struggled to maintain quality and efficiencies without the ability to fully rely on SLAs for all tickets - especially those created with First Reply Time generated from APIs.

It's been months without these features, when will they be returned? Is there a plan, a timeline, or anything?

Unrelated to the article content but the “Learn more” link in the admin center directs you to Creating custom unified agent statuses and not this page, which I would have expected. I imagine the hyperlink just needs to be adjusted?
 

I'm sure I'm missing something very basic but after flipping on Omnichannel routing for our Email tickets we're getting feedback that they're being assigned to agents in “Away” statuses. I'd expect email tickets to only assign to “Online” agents. Haven't found a setting for this except the “Reassign reopened tickets” which is a different issue entirely. What am I missing?

As an example we had an agent in an “Away” status for training but they were assigned 5 new tickets by Omnichannel when we flipped it on.

It would be helpful to have this be a native implementation. Our business runs heavily off of attachments, which we are fine removing intermittently. But we do not want to also remove the related Zendesk ticket.

Having to run through APIs requires ENG support which we are tight on.

Hello Zendesk Community peoples,

We've recently swapped our CSAT surveyor from a third-party service to the Zendesk feature. While this has proven useful, it has come with one challenge. Some of our teams play the "middleman" - the initial point of contact from our customer -> our internal team that is able to solve the problem. This means all our escalations do not return a CSAT result for the initial contact.

As it stands, one team has a significantly lower CSAT response rate than our other teams, as a good chunk of their contacts are escalations to another team.

I was wondering how others had worked with Zendesk's CSAT tool to allow for surveys to be submitted for agents who escalate tickets to another team.

We'd prefer to not have to 'create' a new ticket that gets escalated as that can create a lot of other problems.

Thanks!

Hey,

Haven't been able to find this info anywhere else so asking here. We have an automation that fires off when a ticket has been set to Pending for > 2 days and there are no public replies (to prevent unactioned tickets). This automation runs off of a tag placed by a trigger. The trigger is:

• Comment is Public
• Current user Is (agent)
• Agent replies Greater than 0

We noticed that this automation fired off for a Messaging ticket (Social Media). It seems like the trigger is not being activated when we reply to a chat. Are Chats/Messaging tickets not recorded as 'agent replies'? Looking at the Events section it seems like it's a 'system' that's placing the comments in.

Thanks!

+1

Need to report out on when a tag was added to a ticket. (In our case to track when side-conversation was used).

Hi!

We have a trigger set to notify an end-user when a public reply has been made on their open ticket. This trigger is obnoxious for Social Media responses since it's far more conversational than our email team.

I was hoping to use the "Update via" condition to prevent the trigger from activating for our Social Media channels but when I test out the functionality it doesn't seem to work as expected. In contrast, when I use the "Channel" condition it will prevent the trigger from activating. That being said, "Channel" does not work in this case since we may have Specialists who will be responding via email in the same Social Media ticket, and we would want those emails to activate the trigger.

I put "Update via is not Twitter DM" but the trigger still activated. When I put "Channel is not Twitter DM" the trigger did not activate and prevented the trigger from activating when an email was sent from the same ticket. From the above definition it seemed like "Update via" should have functioned like "Channel" but only for the individual responses, not for the creation of the ticket.

Am I barking up the wrong tree?

Thanks!