Agent touches on open tickets

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6 댓글

  • Heather Rommel
    댓글 작업 고유 링크

    Hi Max,

    I usually lean heavily on Automations for something like this so that a reminder goes to the Agent and/or their manager/s.  I use Views to look at Open tickets with the Last Update by Assignee column as the sorter.

    I realize that may not be exactly what you're looking for, but I thought I'd share anyway. I hope someone will hop in on how to do this in Explore soon!

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  • Max Capilupi
    댓글 작업 고유 링크

    Heather-  I do not know even where to perform those steps. Could you elaborate and I will see if this solution can work?

    Thanks so much-

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  • Heather Rommel
    댓글 작업 고유 링크

    Hi Max Capilupi,

    I have views that look for a certain Group of agents and look at the Last Update by Assignee Column. Here's how to create a View https://support.zendesk.com/hc/en-us/articles/203690806-Creating-views-to-manage-ticket-workflow 

    I suggest starting with a View that's close to what you like in terms of layout and conditions, clone it from the top right dropdown arrow, and create the View you prefer.  

    The View option is a little manual in terms of looking for issues in a certain time frame, but if you sort it oldest to newest on Last Update by Assignee Column, I bet you'll get the info you want right there in a list! 

    From there, you can bulk update tickets with private comments and ask the Assignee to take action, or perhaps export (again from the top right dropdown arrow) and send the list to the interested parties.

    In addition, you may want to consider creating an Automation that looks for Open tickets, where "Ticket: Hours Since Assignee Update" and set the # of hours you'd like to fire off an email reminder and/or an escalation email.  

    At the bottom of the Automation setup page, you can send one or more emails to interested parties.  I suggest adding a tag to tickets you do this with so you can report on them later. And add a Trigger to remove that tag when the Assignee updates the ticket so that the workflow will essentially start over.

    More on creating Automations here https://support.zendesk.com/hc/en-us/articles/203662126-Creating-and-managing-automations-for-time-based-events

     

    Happy Zendesking!

    Sincerely,

    Heather

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  • Graeme Carmichael
    댓글 작업 고유 링크

    I would definitely follow Heather's advice and use Views to manage tickets like this. 

    If you really need a reporting solution, it is a little tricky.

    You need three custom metrics.

    HOW

    • Date (Event)
    • Ticket ID

     

    Choose a date range to filter that meets your needs:

     

     

    If you have not created custom metrics before, check out this article.

     

     

    1
  • Max Capilupi
    댓글 작업 고유 링크

    Graeme- Thanks for this. Unfortunately on all three metrics I try to dd, it blows up on me?

    Any suggestions?

     

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  • Graeme Carmichael
    댓글 작업 고유 링크

    Max

    It looks like you have not created custom metrics before. You cannot just type the code into the editor, you have to use the element select pane from the right hand side. If you look at my screenshots, you will see the different parts of the formula in different colours.

    See this article for help.

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