However you cannot customize the dashboard view. You can click on any of the columns (ID, Subject, Requester, and the like) to sort Ascending or Descending. (Enterprise only) Have the lock ( ) icon next to the status for tickets assigned to private groups.If the requester updates the ticket in any way, it is moved to the bottom of the list. Are grouped by Priority, and by the latest Requester Updated date (oldest first). What are the limitations of views The standard views list on Zendesk only shows an agent a maximum of 20 views.Are assigned to you, unassigned in one of your groups, or not assigned at all.In the main window of the dashboard is a view of tickets requiring your attention and a list of up to the last 100 updates made to your tickets. You can view the dashboard by clicking the Home icon ( ) in the sidebar. The agent dashboard displays information about tickets assigned to you and your groups, including open tickets and ticket satisfaction statistics. See Using Agent Home to manage your work efficiently. Your agents will be able to see and respond to these tickets from the agent interface, just like any other ticket. All others who attempt to access it get pushed to the public guide.Note: If an admin has activated Agent Home, your home page in Support will have an enhanced look and feel. When managed as a ticket, there are no omissions and it is difficult to deal with duplicates. All Zendesk Suite and Zendesk Support customers can add at least one X (formerly Twitter) account so that public messages, such as public mentions, public replies to your tweets, and public likes to tweets, become tickets. We modified the templates for that guide so the contents is only visible to Staff. Oh, and we did add another guide (you can have up to 5 on most Zendesk suites, I think) that still requires login. It is kinda nice to have everything in one place. In comparison, Salesforce requires telephony integrations and add-ons for chat and automation. To help, Zendesk gives team members the option of messaging, live chat, chatbots, social media, email, voice, or self-service right out of the box. One interesting side effect of all this, is that we did discover we had content we want to publish that didn't really need any kind of security - marketing/sales type stuff that was once hosted elsewhere. Zendesk understands the importance of a business being able to reach customers anywhere. This approach does mean you really have to watch the "Visible To" field on all your articles, but you can bulk check that pretty easy, too (I do this at the end of each day). Most of our customers save their credentials in their browser to auto-fill next time they come in. Once they go through the registration process, they have access to the Signed In User content.We made one page for Everyone that welcomes them and then gives them a link to Sign In/Register.I understand Zendesk needs a way to prevent 'mail loops' but unless both the Agent AND the End-user had auto-replies running, a. We removed the requirement for signing into the guide. I can see the logic in an automated / spammy NEW email being routed to the Suspended Tickets view, but if the email is a reply to an existing ticket, it would make a lot more sense for it to show up in that ticket. For sensitive content, we make sure we use Agents and Admins to keep it internal.
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