Assigning Tickets Based on Chat Handling
How can I assign support tickets based on the agent who handled a chat?
In Zendesk, you can assign support tickets based on the agent who handled a chat by configuring settings in the Chat dashboard. Choose to assign tickets to the first or last agent who interacted with the chat. This setting ensures that the right agent follows up on the conversation, maintaining continuity in customer support.
More related questions
How do I install Zendesk Chat in Zendesk Support?
To install Zendesk Chat in Zendesk Support, you need to be a Support administrator. Start by clicking the Zendesk Products icon in the top bar and selecting Chat. Then, click 'Activate Chat trial' to create your Zendesk Chat account, which will…
How can I set up chat permissions for agents in Zendesk?
Setting up chat permissions for agents in Zendesk depends on your Support account type. For newer accounts with Admin Center, manage permissions there. For older accounts, manage them in the agents' Support profiles. You can assign chat permissions…
How do I navigate Zendesk Chat within Zendesk Support?
Once you've set up the Chat-Support integration, the Chat icon will appear in two places: the top toolbar for joining, leaving, or responding to chats, and the Products icon for accessing the Chat dashboard. The dashboard contains settings and…
How can I configure ticket creation options for Zendesk Chat?
You can configure how tickets are created from chats and offline messages in the Chat dashboard under Settings > Account > Zendesk Support tab. Choose between automatic or manual ticket creation and decide if chat transcripts should be public or…
How do I make Zendesk Chat available to end users?
To make Zendesk Chat available to end users, you can add the Chat widget directly to your website, enable it in your help center, or use the Zendesk Support Web Widget (Classic). Each method allows you to integrate chat support seamlessly into your…
What are the roles and limitations of chat-only agents in Zendesk?
Chat-only agents in Zendesk have full access to Chat but limited access to Support. They can create and view tickets and add private comments but cannot edit tickets or be assigned as the ticket assignee. This role is not available for customers…
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