I work with a company that has sales agents who need to respond individually to tickets. All tickets should go to the company owner, me, and the bookkeeper. NOT to all the agents.
We've entered agents and they go into some default group. At first they were all receiving all ticket notifications. Then we tried changing things. Now the tickets are emailed to me, the owner, the bookkeeper, and one specific agent, Dwayne, who is not on the ticket. We try assigning the ticket to the specific agent Chris. He does not get the email unless we tag him and make him a follower. Dwayne should not be getting these at all.
Chris gets the bulk of the support tickets. I have 5 other agents who should get their own tickets, not everyone elses.
How do we set this up? The company owner and I have spent hours on this. He wants to leave zendesk, but our bookkeeper wants us to keep it. |
Thanks, Janet
Setting up agent groups
How are you groups/Agents setup? There has to be one default group, but you can then change agents to be in a different group after they are created. Then you have to configure the triggers to only sent to people within that group and not outside. If you assign an agent a ticket, there should be a trigger that emails the agent that a ticket has been assigned to them. This was default in our Zendesk system. Might want to check to see if that one was changed to removed.
Hello Janet.
What plan you are on will determine the level of complexity you can build.
If assigning a ticket to an agent does not result in them getting an email, either their email is not working, or I think some of the default triggers have been changed or disabled.
You'll need to look at settings>business rules>triggers and see what notifications are in place.
Look at groups and group agents according to the setup you want.
If a group notification needs to reach some people and not others, and if they need to all be in the same group, you can add a further group for the subset who want the notifications and change your trigger to notify them.
If you struggle with this, you may need to get some help. 1 hour of consultation may save you a lot of headache and your boss time and money.
Zendesk is worth learning, but if you are doing it all from scratch yourself and you haven't done the basic courses, you might make a few mistakes. Like anything, experience goes a long way, and you only get experience by doing. Hopefully your business owner sees the long term goal and not the effort required to get there.
Thank you. I don't know why Dwayne gets all the tickets. He's not assigned. There seems to be a default "support" group which is supposed to contain everyone. We've tried setting up separate groups for separate people and it all comes around that either everyone gets the ticket notifications, or just me, the owner, the bookkeeper, and Dwayne. Chris seems to get them when we tag him. I need to know when I receive the notifications who they are going to, and its just not accurate.
So I guess we need to buy a consultation? How do we do that? Where do we set that up?
There are various consultant services. I do some consulting under bizstudio.co.nz, but we tend not to promote this in the community to avoid conflict of interest. My email is in my profile. Please use that for anything related to consulting. Everything we can do in the community is Pro Bono, but sometimes it needs more hands on.
You should be able to change from conversation view, to events view in the ticket, and see all the trigger actions, then look at the trigger to see what it is doing exactly.
It is logical and consistent, but it's also easy to get a bit lost at first.
Thanks. How do I get support from zendesk? My team thinks we are paying for support and I should just call them up and ask. I cannot find how to do that and get a real person, not a bot.
To get support from Zendesk, you can click the "Get help" on the this page or from your Zendesk support site, click your profile in the upper right and click "Get Help.
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