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Leo Ostigaard

Entrou em 23 de mai. de 2024

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Última atividade em 04 de fev. de 2025

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Leo Ostigaard comentou,

ComentárioTeam members and groups

Is there any way to create a trigger/automation that alerts when this happens? Agents get notified within the Zendesk tab, but no way to send an email they're about to go offline. Also, admins don't have any knowledge of this happening

Exibir comentário · Publicado 04 de fev. de 2025 · Leo Ostigaard

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Leo Ostigaard comentou,

ComentárioTeam members and groups

What does “Away” status mean? “Can't receive work, but ticket is added to queue?” If an agent is “away”, is a ticket added to their queue and stays there, even if another agent is online? If multiple agents are “away” and none online, will tickets get placed in each agent's queue? My understanding is that if an agent is away, they can't receive any support tickets. Why does another article describe the status as “Only Support tickets can be routed to the agent.”? 

Exibir comentário · Publicado 09 de ago. de 2024 · Leo Ostigaard

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Leo Ostigaard comentou,

ComentárioRouting

Barry Neary Along with Danielle and Dayner Carry, I want to know if reassigned tickets are routed before older tickets in the queue? If so, my team would like to have this backend change made. 

Also, I've searched every article and comment but haven't found an answer to this scenario: Queue A holds only High priority tickets but has "Queue Priority" of 2, and Queue B holds only normal priority tickets but has a "Queue Priority" of 1. What tickets will get routed first? 

Exibir comentário · Publicado 07 de ago. de 2024 · Leo Ostigaard

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Leo Ostigaard comentou,

Comentário na comunidade Feedback - Ticketing system (Support)

This is ridiculous Zendesk doesn't have this functionality yet. How long has this been planned? I came to this thread optimistic and am totally disappointed.

Exibir comentário · Publicado 06 de ago. de 2024 · Leo Ostigaard

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Leo Ostigaard comentou,

ComentárioZendesk messaging

Exibir comentário · Publicado 01 de ago. de 2024 · Leo Ostigaard

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Leo Ostigaard comentou,

ComentárioTeam members and groups

I'm confused about the custom status option for email: 

If we set the email channel to “Away” while creating a custom agent status, isn't that the same thing as setting email to “Online”? If they're away for email, shouldn't they not get routed email tickets? If those options are the same, then why is the “Away” option there? Very confusing indeed.

Exibir comentário · Publicado 17 de jul. de 2024 · Leo Ostigaard

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Leo Ostigaard comentou,

ComentárioReporting and analytics admin questions

ASHLEY SANYAL  Yes, if you give Team Leads “admin” status in Explore, they will be able to change agent status. Team members don't need to be an admin in Support in order to be an admin in Explore.

Exibir comentário · Publicado 17 de jul. de 2024 · Leo Ostigaard

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Leo Ostigaard criou uma publicação,

Publicação Feedback - Ticketing system (Support)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. 

There needs to be a way in Zendesk to pause or set agents' capacity based on certain criteria. This would greatly benefit our agents, preventing tickets from being routed unfairly. 

 

What problem do you see this solving? 

When the first agent logs on in the morning, they will be routed all the tickets waiting in the queue until their capacity is filled or there are no more tickets. This can be a lot of tickets (especially on Mondays) that makes the process unfair to the first agent that logs on and gives less work for agents that log on later.

 

What would be your ideal solution to this problem? How would it work or function?

A feature to be able to pause omnichannel routing at a certain time in the morning or when there are x or greater tickets in the queue would be much desired. Another way to make this routing process fairer would be to route a maximum number of tickets to an agent at a time (ex. agents can only be routed x tickets at a time, then a 10 min. cooldown timer starts).

Publicado 12 de jul. de 2024 · Leo Ostigaard

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Leo Ostigaard comentou,

ComentárioCreating dashboards

Add live data isn't showing as an option for me. I have Omnichannel routing & messaging enabled. What else do I need for it to show?

Exibir comentário · Publicado 12 de jul. de 2024 · Leo Ostigaard

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Leo Ostigaard comentou,

ComentárioZendesk messaging

Naomi Greenall messaging triggers have unique conditions and actions regular triggers don't have. For example, normal triggers recognize “comments” while messaging triggers recognize “messages” and they are classified differently by Zendesk. Messaging triggers can send messages in the web widget while normal triggers can only send messages via email/text (or zendesk integration). That being said, messaging triggers are new and are very limited right now

Exibir comentário · Publicado 09 de jul. de 2024 · Leo Ostigaard

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