Without recording some form of organised feedback across your Zendesk tickets it is very difficult to get a good picture of how you're organisation is doing. If you were to name another macro “ Demos::Macros….” instead of “DEMO::Macros….” they would be grouped separately. The only thing to remember is that when naming a macro, the folder name needs to match exactly or they’ll appear in a different nest. This field should only be visible to agents, and you should make it mandatory for them to fill before they’re allowed to solve a ticket. We recommend you start by creating a custom dropdown field containing all the reasons why you think customers contact you. But sometimes, what gets overlooked is the reason why the customer submitted the ticket in the first place. When creating Zendesk custom ticket fields, its very easy to get bogged down in categorising all the specific details of a ticket (like the type of product the customer is using, their operating system, the severity of the issue etc.). Create a “Reason” field for your support tickets. We've seen our fair share of use cases and would love to share a few tips to help you get the best possible start with Zendesk. Our apps have been solving pivotal workflow requirements for organisations for over 5 years now. If you don't modify this default trigger, your CC will get notified every time there's a public comment inside the ticket.Here at SweetHawk, we've built more than a dozen apps for Zendesk that are trusted by over 1000 businesses across the globe. When a CC replies inside the ticket, the comment will be added as public if the requester is on the reply otherwise, if the requester is not on the reply, you can enable the option to allow the CC replies to become public comments ( see second screenshot attached) but please be aware of the message showed as this is not recommended.įinally, you will need to check if you create custom modification to the default trigger that is sending notification to requester and CC. This will happen when you've enabled the CC on your ticket settings you can find in Support > Admin > Settings > Tickets ( please check the screenshot attached) Once the "third-party" has been added as CC they will receive all the notification when there's a public replies inside the ticket, done by requester, assignee and a CC.
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