Stacy Robinson

Hi team,

The functionality does not seem to be working as expected. I have made multiple comments on a side conversation and they do not display within the parent ticket. The Jump to last message is stuck in that state.

Hi Libby,
You can do this in a view or through the API.

Instead of creating a channel for each agent, I used the Slack email address for their own DM and created an email target for each one. This way I didn't have to create a ton of Slack channels. Each agent still has their own trigger but this works for us.

Kārlis Stenders You can only have one web widget per brand, and we needed the widget to work in our platform. 

We also have a use case where requests that are initiated from our platform are created as tickets in Zendesk via the API but use a different brand. We do not want to activate help centers for all of our brands, but would like end users to have the ability to see their tickets that are created under the other brand(s).

When someone Clicks the submit button for a ticket is there a trigger to display a message that asks if the ticket needs to be assigned back to another group?

We are experiencing difficulty with agents reassigning a ticket to the group/agent they are expecting a reply from.

Any help with solutions would be appreciated.

I use a little coding to hide forms I do not want to display in the drop down. The only way to access them is through the URL.

https://support.zendesk.com/hc/en-us/community/posts/4409217680410-Hiding-a-ticket-form-on-the-submit-a-request-page?page=1

We would like to use the Agent Home view so the agents have more insight into their tickets. Currently, it looks like the Update section is not working as expected. We have tested with multiple tickets.

What problem do you see this solving? (1-2 sentences) 

If the agents can quickly see when there is an update to their ticket, they can get to it much quicker which will help our response times and resolution times.

Is this product still in Beta?

Is there a plan to be able to delete by organization? 

Hi Naomi,

What we have done to help support is create a field called category. Then used triggers and subject line keywords to automatically fill in the field. We added the field to the view so at any given time an agent can see what category the tickets fall into.

This has also helped us with metrics and seeing what percentage each category consumes.