Ingrid R.

Olá, Amanda.

Tickets originários de Chat e WhatsApp não têm métrica de Tempo de Primeira Resposta, porque são canais de mensagens instantâneas. A métrica do tempo da primeira resposta mede o tempo entre a criação do ticket e o primeiro comentário público do agente após a criação, o que não faz sentido para canais de mensagem instantânea.

Saiba mais sobre isso aqui: https://support.zendesk.com/hc/pt-br/articles/205951808-No%C3%A7%C3%B5es-b%C3%A1sicas-sobre-o-tempo-da-primeira-resposta-Professional-e-Enterprise-

Logo, faz sentido que a sua SLA de primeira reposta não esteja funcionando em tais tickets.

Espero haver esclarecido.

Ingrid R. | Technical Support Engineer - EMEA | Zendesk Certified Support Admin & Guide Specialist

Olá, Wallace.

Agradeço o contato conosco.

O motivo pelo qual você não vê notificação de entrada de chats se deve pela sau função na Zendeks ser de Admin, e Admin não pode servir chats. Para servir chats, a função deve ser Agente, como explicado detalhadamente nesse artigo: https://support.zendesk.com/hc/pt-br/articles/360022182234-No%C3%A7%C3%B5es-b%C3%A1sicas-sobre-as-fun%C3%A7%C3%B5es-padr%C3%A3o-no-Zendesk-Chat

Para que você possa atender chats, se faz necessário adicionar novo Agente na sua conta do Zendesk Chat. Saiba como gerenciar as suas licenças e funções aqui: https://support.zendesk.com/hc/pt-br/articles/360052935053-Sobre-as-fun%C3%A7%C3%B5es-da-equipe-na-Central-de-administra%C3%A7%C3%A3o-do-Zendesk

Espero haver esclarecido!

Ingrid R. | Technical Support Engineer - EMEA | Zendesk Certified Support Admin & Guide Specialist

@Jérémie - the example you shared is from a phone call received without previous identification. It's normal to have these type of tickets.

To prevent it from happening often, make sure to ask your Agents to add the phone number on the contact box in the end-user profile, like explained in here: Adding and managing end users 

Unfortunately, at this moment, there isn't a native way to force your Agents to populate those fields, such as the Requester and the Organisation fields. I'd definitely suggest that you publish a post on our Community, describing your suggestion and your use case for our Product Managers to review: Feedback - Ticketing System (Support) 

They see all the posts there and take customer suggestions into consideration as they work to improve Zendesk. Thank you in advance for your understanding!

@Adriana - you can potentially create a View from those tickets coming without organisation, and manage them all from there. You may know what conditions to use based on your business needs here: Creating views to manage ticket workflow 

Hope to have clarified your questions!

Hi Yen,

You can use brands as a way to segment how your end-users can get in touch with different aspects of your business, and create a specific flow for each.

You've to be on the Suite plan or on the Zendesk Support Enterprise plan to have multiple brands in your account. Once you do, Flow Builder is activated on every one of those brands. Each brand has a separate default flow that can be configured independently.

Hope it makes sense to you. Let us know if you have more questions about it.

Regards,

Ingrid R. | Technical Support Engineer - EMEA | Zendesk Certified Support Admin & Guide Specialist

Hi Sebastian,

Unfortunately, there is no option to disable or hide the ticket's view from the Agent's dashboard. I have marked your post as a feedback to our Product Team, nonetheless.

While we don't have any plans on changing it at this moment, I'd like to share that we've recently deployed the Agent Workspace that provides a new dashboard experience. If interested, get to know more about it here, please: https://support.zendesk.com/hc/en-us/articles/360024218473-About-the-Zendesk-Agent-Workspace

Hope this helps!

Ingrid R. 
Zendesk | Technical Support Engineer | EMEA