Bulk Updating Light Agents - Organisation

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10 コメント

  • Socorro Fernandez
    コメントアクション Permalink

    Hi Conza!

    I would say it depends on the process the agents are doing in regards to communication with the store. If the agents are responsible for getting information to the customer from the store, could the agent just reach out to the store email via the side conversations functionality? I don't know enough about the process but happy to continue exploring with you.

    Your light agent solution could also work as if the store is replying to the email notifications they are CCed on, it would update the ticket with only an internal comment, visible only to agents.

    Let me know if there still still certain things you have questions about and I will get back to you.

    Thanks!

     

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  • Conza
    コメントアクション Permalink

    Thanks Socorro! 

    Re: If the agents are responsible for getting information to the customer from the store, could the agent just reach out to the store email via the side conversations functionality?

    = They certainly could. But the auto-fill with multiple stores and multiple emails when CCing is easier than a blank not auto-filled side conversation. 

    The store being able to see the customers request in the email - also helps incentivises them responding sooner, rather than later. 

    Re: "Your light agent solution could also work as if the store is replying to the email notifications they are CCed on, it would update the ticket with only an internal comment, visible only to agents."

    = Absolutely, which is exactly how I want it to work.

    The real question is what is the easiest way to set it up? Bulk user upload - and change all the store emails/accounts to Light Agents some how?

    Do something with "Organisation" (as they are all on the same domain e.g. STORE1@tt.com ..?

     

     

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  • Socorro Fernandez
    コメントアクション Permalink

    Hi Conza,

    You have the option to update users via bulk load or API.

    When I am making bulk updates, I prefer using the bulk load option which would allow you to assign the Light Agent role if it is available in your instance.

    Here is a great article on the steps if you are not familiar with bulk updates:

    https://support.zendesk.com/hc/en-us/articles/224551188-Bulk-updating-users

    If you have a list of all the existing emails/users that you wanted to update to light agent, it should actually be fairly straight forward as you would only need the email, role, and restriction headers in the bulk update sheet. Here is a screen cap of my excel sheet when I updated existing users to a light agent in my instance.


    As you mentioned, these existing users group will be the default group so up to you if you want to create a new group for them and manually move them over to a new group and assigned that group as the default. My understanding is that the default group can only be assigned on creation if you are using bulk/api.

    If you go with the bulk solution, please test it on at least a few users first to confirm they are the changes  you want to make before running it for the rest :)

    Cheers!

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  • Conza
    コメントアクション Permalink

    Thanks Socorro, very helpful. 

    Question - I have turned off the welcome email, so the stores don't get that prompt - to login. Which I don't want them to be able to do yet. Although, say with the internal guide feature - them as light agents, will be able to access that. 

    Can I trigger that welcome email, if I update the stores again? If I wanted to - by turning that on? They will already be light agents though, so won't get it regardless? 

    Is there anyway I can down the track - trigger a 'welcome - setup your password etc.' email in BULK? Or mass password resets for accounts, so they get that email? 

    Cheers

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  • Socorro Fernandez
    コメントアクション Permalink

    Hi Conza,

    I believe the welcome email will be sent on creation if you have the setting enabled or if you resend it with users who have an unverified email off the profile or by via API. More info here:

    https://support.zendesk.com/hc/en-us/articles/223081047-How-do-I-reset-my-password-

    If the emails are already verified on the users profile and you have a full list of users email, I recommend sending  a mass email via your company email and including the following link:

    https://yourdomain.zendesk.com/access/help

    This will take the user to the password reset part of your site where they will need to enter their email to receive further instructions/link to reset their password. Reference article here:

    https://support.zendesk.com/hc/en-us/articles/226632347-How-can-I-send-or-resend-a-verification-welcome-email-for-users-

    Hope this helps!

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  • Conza
    コメントアクション Permalink

    Ohhhh very good! Legend. 

    I will proceed with adding all the stores as Light Agents with the welcome email turned off (I don't want them to be able to login to Zendesk, just use emails to respond to enquiries). 

    When I setup Guide, to give them access to internal knowledge/processes and tickets then - I can turn ON the welcome email, and re-update the stores via bulk upload. Since they are all unverified - they will get the welcome email?

    OR I can send them via company email to that direct link: https://yourdomain.zendesk.com/access/help . When they put in their email address, if I have actioned them in some way - they will get a welcome email resembling:


    Hi X,

    You have been invited to join Zendesk Support for Y. Zendesk Support is your workspace to support and communicate with customers.

    To accept the invitation and create your account, click: [verification email link]

    Afterwards, you can access Zendesk Support by going directly to https://yourdomain.zendesk.com. For a quick introduction, here’s a brief video on how Zendesk Support can work for you:
    https://support.zendesk.com/hc/en-us/articles/204196633

    Regards,
    The Zendesk Support Team
    support@zendesk.com

    Good to know that "The verification links within the welcome email will expire within 1 week."

    I can have them already setup with permissions for guide as well. Awesome.

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  • Socorro Fernandez
    コメントアクション Permalink

    Hi Conza!

    With the bulk update, I believe it would only send the welcome email once for newly created users and if you had the option enabled to send the welcome email in the Customers settings. 

    It sounded like the users already existed in your organization so I don't believe you would be able to re-trigger the welcome email.

    If the users still have unverified email addresses, you can confirm by looking at a profile and checking the emails and see if there is the grey triangle to the right of it, you can resend the verification email from here or also via API.

    My company uses single sign on to log into Zendesk so I can't assist with testing here.

    Say if the emails are verified, that is when I would recommend doing a seperate communication to the emails directing them to https://yourdomain.zendesk/access/help so they can do the password reset process and create their own password.

    Cheers! :)

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  • Conza
    コメントアクション Permalink

    Re: "It sounded like the users already existed in your organization so I don't believe you would be able to re-trigger the welcome email."

    = Ah yes. 


    Re: "If the users still have unverified email addresses, you can confirm by looking at a profile and checking the emails and see if there is the grey triangle to the right of it, you can resend the verification email from here or also via API."

    = Yep. Manually would be a total pain. And API - I'm not well versed enough to do anything directly there.

     

    Re: "My company uses single sign on to log into Zendesk so I can't assist with testing here."

    = Link to where I can read more? 



    Re: "Say if the emails are verified, that is when I would recommend doing a seperate communication to the emails directing them to https://yourdomain.zendesk/access/help so they can do the password reset process and create their own password."

    = I believe I tested this with unverified as well, and it sent the same welcome email. Hmmm.

     

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  • Conza
    コメントアクション Permalink

    Also worth adding for anyone bothering to follow - just discovered/hit home that with the stores being Light Agents now... their private comments don't re-open closed tickets. Which is fine when they're not the requester... but we do get quite a lot of enquiries from the stores about things. 

    So setup trigger to deal with that: https://support.zendesk.com/hc/en-us/articles/115007629348-Why-does-a-ticket-not-get-reopened-when-the-requester-who-is-an-agent-makes-a-reply-to-a-Solved-ticket- .

    Similar to: https://support.zendesk.com/hc/en-us/community/posts/115000451407-Zendesk-ticket-didn-t-reopen

     

     

     

     

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  • Jennifer Rowe
    コメントアクション Permalink

    Thanks for sharing that additional tidbit about the trigger, Conza.

    And glad you were able to get this set up the way you wanted! (or you're almost there at least...)

     

     

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