Is it possible to create in ZD a validation Workflow?
In fact, as we have some junior Agents, we want that an expert check their answer in Zendesk, before answer is sent to customer.
An expert must have a global see on all answer witing to be send, can read them and click on :
- Send Answer is OK
- Correct : use to correct some little problems (or spelling, grammar..)
- Not validated : mail/ticket is put back to agent
In //, in any case, if mail is sent by expert with validation button, in stats (Explore), mail must be affected to advisor.