Shweta Gupta

Hi Leah,

Any updates on having a built-in capability within Zendesk for auto assignment?

Hi Tiann,

This is helpful.

I have a follow-up question - Based on the above, how can I keep on assigning tickets to agents (round robin or any fashion). I tried the Round Robin app on marketplace and Play Mode on Zendesk and they are not really helpful and my usecase is not solved with them.

Thanks.

Regards,

Shweta

Hi,

I have a similar query. Incoming tickets have agent names, especially loyal customers who reach out to support directly addressing the agents they last worked with. I understand how to set this via triggers, but this results in false positive if the name of the customer is same as that of any agent.

I want to set a trigger or condition or using any other Zendesk capability, that can help me parse only the initial few lines in the email body (I wish to exclude the signature and have only salutations). Is there a way to do this?

Hi,

Is there a way to set a trigger based on who the ticket was addressed to?

Context: Customers often tend to address the tickets to agents with whom they have had a good experience. This need not be the last agent they interacted with. So if a customer reaches out to me:

Hi Shweta 

< Ticket content>

Is there a way to automatically triage this based on the agent name it's been addressed to?

Thanks.

Hi Brett,

 

Thank you for the prompt response. This helps. Just confirming that the customer will have an updated subject within the same email thread, right?

Also, if this is the case, what are the possible usecases for Set Subject then?

Thanks :)

Hi,

Does using "Set Subject" creates a new ticket or just changes the subject of the entire ticket for the agent. Also can you let me know what would be the end customer experience on this one?

Hi Lisa,

Is all of the above mentioned functionality released now or there is something missing?

Hi, 

I have been facing issues with Side conversations.

The behaviour is very erratic. A lot of times, these side conversations are not delivered. I have checked all the settings and confirmed with the team about any allowlist/blocklist or rules set that might cause this. But there isn't any.

Side conversations to other teams are not delivered which is why the team has to reach out to them using emails and other channels. I am sure you understand that this dilutes the very purpose of Side Conversations.

Can you help me understand:

• If this is expected behaviour? If yes, can you share an ETA by when it will be resolved
• If no, If there is anything else that needs to be checked in order to get this working?
• If there is anything in your product pipeline that confirms a Delivered or a Read status on the sent Side conversations?

Thanks.