Assigning Shared Tickets Without Tags in Zendesk
How can I assign shared tickets to the correct queue without using tags?
If you prefer not to use tags for assigning shared tickets to the correct queue, consider using custom fields. You can sync a custom field with another support account and use a trigger condition based on the field's value.
For example, you might use a 'Customer Type' field to determine the appropriate queue. Ensure that the custom fields exist in both accounts for synchronization. Additionally, define an action condition in the trigger to assign the correct ticket form, or the 'Default Ticket Form' will be selected automatically.
More related questions
How can I automatically share tickets between Zendesk accounts?
To automatically share tickets between Zendesk accounts, you need to be on an Enterprise plan. This plan allows you to use the 'Share ticket with' action in automations and triggers. Admins can set up sharing agreements between accounts, enabling…
What conditions can I use for shared tickets in Zendesk?
Zendesk provides several conditions for managing shared tickets, which can be used in triggers, automations, and views. These conditions help you process rules based on ticket sharing activities. For instance, you can use 'Ticket sharing: Received…
How do I use the 'Share ticket with' action in Zendesk?
The 'Share ticket with' action in Zendesk is used to share tickets with a selected subdomain. This action is available for automations and triggers on the Enterprise plan. For example, you can set up a trigger that shares a ticket with another…
Can I create views for shared tickets in Zendesk?
Yes, you can create views for shared tickets in Zendesk by utilizing tag information. This allows you to organize and manage tickets that have been shared from other accounts. For instance, if you've added a tag to tickets shared from a specific…
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