I want to reconfigure the Zendesk product we are currently using to help the company be more organized. Example, an end-user put in a ticket to request information from the Operations dept. How can we configure Zendesk to move information between departments, so that we can stay organized? I would like to speak with an agent to further explain what we are trying to do.
Thanks
Hey @benjamin17 -
Welcome to the community! For ticket routing, Triggers are going to be your friend (if a ticket is created and it meets certain conditions, then set the group to 'Operations.') For lateral movement between departments, Macros provide a consistent and efficient way for an agent to take multiple actions on a ticket. For more specific help, you can try chatting with Zendesk Support from within your instance (Your Profile Avatar > Get Help).
Subsequently, Premier Partners such as 729 Solutions can further assist you with more specific requests. Feel free to grab time with me here.
Brandon
Hi Benjamin,
You may also want to consider using Side Conversations
This can create a new ticket. slack conversation, or email that goes to other departments with the request. The department replies to the request and it will automatically update your original ticket.
Hope this helps.
Best,
Hi Benjamin,
I think the above mentioned solutions are great. In fact you can provide the ticket to the Operations department via a new Zendesk mail address, via trigger or automations (will not happen on an immediate or regular time - by occasion or after a period of time) or you can even do it on a manual basis via side conversation or by changing the group manually.
I am also using Knots studio (knots.io), it is a great solution of our partners and there you can also do a lot of great additional things.
In fact it realy depends on your needs, personally I would recommend to start with a trigger.
Regards, Stephan
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