There are a lot of features I think will definitely help us grow, I have mentioned one here :)
-I use Zendesk as our ticketing tool at our organisation, its an amazing tool to work with and best in the market features
-However, there are a few features which already may be there (may be few are in roadmap) but I may not be aware of it
-One feature which will help a lot is, if we have a "Bucket" kind of view for tickets. With this feature, I can just put my pending tickets which needs immediate attention as of today can be put.
Ex. I have 40 tickets in my queue right now, but all 40 does not need attention. while checking all these 40 tickets, I found only 20 on which I should be working with a random order which I just cant order by any rule.
This feature should give me an option to put these tickets with a selection button in a "Bucket" where once put, I can just go to this "Bucket" and work on these 20 only for the day.
This will give me a track of records as well as my progress for the day to let me know, "I still have 10 tickets out of 20 to work on" :)
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Hi Sunil Lavhale, you can definitely achieve this by following these steps:
- Create a macro that adds a 'ticket_bucket' ticket tag, for example
- Create a View whose conditions ensure that tags contain 'ticket_bucket'
- Optional: create a trigger that removes 'ticket_bucket' when a ticket containing the tag gets solved (or not, depends whether you want reopens to appear on that view)
- Optional: if necessary, make sure to exclude the 'ticket_bucket' tag from existing views
Hope this helps!
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Im not able to do it from my profile,
Is there a short video for this ? Seems there are a lot of options/directions you have mentioned are not there,
Could you please provide correct steps ? Thank you.
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Hey Sunil,
I'd recommend taking a look at this article which includes a video for creating macros: Creating macros for tickets
I hope this helps!
Por favor, entrar para comentar.
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