VIP App - Agent Notifications for Important Customers | Community
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VIP App - Agent Notifications for Important Customers

  • December 7, 2018
  • 7 replies
  • 0 views
C

We are currently using this simple app to highlight to agents our Platinum Support customers:-

https://www.zendesk.com/apps/support/vip-user/?source=app_directory

However, it only supports a single option and we'd like to highlight different customers in different ways.

Is anyone aware of a way that this could be achieved?  We've had internal comments automatically added to posts, however, they drop off the page after a few comments.  We are looking for something to stay permanently at the top of the ticket.

Craig

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    7 replies

    Nicole17
    • Nicole17
    • December 10, 2018

    Hi Craig -

    A couple of ideas for you:

    1) You could have a custom drop-down field in the user profile indicating the customer type, and train your agents to always look at this field before responding. It wouldn't appear in the ticket stream or have the bright colors, but it would at least be persistent.

    2) You could apply a tag that would show up in the user profile indicating that they are a VIP customer. This would also allow you to easily track/report on tickets across your VIP customers.

    Do you think either of those might serve the purpose?

    C
    • cwillis
    • Author
    • December 11, 2018

    We already do that, unfortunately, it's not high profile enough to the agent.  We want something that is in their face, upfront, and center so that whenever they are working on the case, it's clear that this is a VIP.

    The VIP app gets us part of the way there, but add a banner, changing the color of the case would ensure the agent is aware of their status at all times.

    Craig

    Nicole17
    • Nicole17
    • December 11, 2018

    It sounds like you will need to look into a custom build for that. You can check with our professional services team to see if that's something they could do, or if you have developers internally that can help you out, our developer community has a ton of great resources. 

    Speaking of, the developer support team suggested that I point you in the direction of these two recently released features in case they might be of use to you: 

    Introducing the Essentials Card and Interaction History

    Viewing customer context in a ticket

    C
    • cwillis
    • Author
    • December 11, 2018

    Thanks Nicole, 

    Those are good additions, but for still require the agent to navigate to the section, what I'm looking for it a way to highlight it directly on the ticket page in some way.

    Craig

    Nicole17
    • Nicole17
    • December 11, 2018

    Well, hopefully some other members of the community will be able to offer some additional suggestions of how to build that kind of custom notification. Best of luck, and do let us know what you figure out. I'm sure some others would benefit from it as well!

    Z
    • Zendesk24
    • August 29, 2019

    Craig, did you ever find a solution to this? We have the exact same need, and I'm pretty surprised there isn't something out there. 

    Li20
    • Li20
    • December 6, 2019

    You can put icons in the organization name to make it super noticeable to the agents, no add-ons needed. 

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