Marcel White

The team and I are attempting to configure this now. The main issue we see is that where we have departments  handling different business components (sales, support, billing) there's not a way to hand off to a particular department. 

 I may want to have a certain widget location be handled by a different agent as well (on a sales page/form for instance) . 

 

Are there any immediate plans to allow the flow builder to send chats to particular departments, or is that handled via a different piece of functionality?  Thanks!

Hi Damon, 

 

We were instructed by zendesk support to add the channel 'closed ticket' as an option in the trigger (so either 'closed ticket' or 'web form').  Hopefully that will let us assign priority to follow up tickets as well. 

 

HTH. 

Hate being a metoo guy, but I have to agree, if the follow up prevents tickets from being treated as 'new', then I'd like to be able to disable that app. 

Not sure if it was mentioned, but now when we get a new ticket in, we also have to check for 'this is a follow up ticket to', as an optional check. Hopefully that will work in the meantime.