How to Add Agents or Users to a Ticket - Frequently asked questions
Discover how to add agents or end-users to a Zendesk ticket. This page answers common questions about managing ticket participants effectively.
Frequently asked questions
How can I add other agents or end-users to a Zendesk ticket?
You can add other agents or end-users to a Zendesk ticket using the CC list or @mentions feature. The CC list allows you to include both agents and end-users, while the @mentions feature is specifically for adding agents using the rich text editor….
What is the process for adding a new external user to a Zendesk ticket?
Adding a new external user to a Zendesk ticket can be a bit cumbersome. When a customer adds a new person as CC via email, the agent must manually notice this addition. The agent then needs to copy the email address to the CC list, click 'Add…
Why are my Zendesk tickets not following the SLA?
If your Zendesk tickets are not following the SLA, it might be due to a settings change. Sometimes, replying to a ticket can mistakenly create a new ticket instead of continuing the conversation in the same thread. This issue can occur randomly and…
How do I enable the rich text editor for @mentions in Zendesk?
To use the @mentions feature for adding agents to a ticket, you need the rich text editor enabled. If it's not already enabled, you should contact your admin to enable it for you. This feature allows you to easily mention agents within the ticket's…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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