Issues with Zendesk Chat's Ticket Reassignment Process
What issues can arise from Zendesk Chat's ticket reassignment process?
Zendesk Chat's ticket reassignment process can cause issues, especially if agents start working on tickets immediately after escalation. The ticket may disappear from their queue if reassigned, causing delays.
This can be problematic for teams with strict SLAs, as the reassignment might not align with their workflow. To mitigate this, consider using tags and triggers to manage assignments or explore Zendesk Agent Workspaces for more flexibility.
More related questions
Why does Zendesk Chat change the assignee or group after a chat ends?
Zendesk Chat updates the assignee or group of a ticket after a chat ends to ensure the agent who handled the chat is assigned the ticket in their default group. This is done by adding a comment with the string 'Chat ended' and applying a…
How can I manage ticket assignments after a chat ends in Zendesk?
To manage ticket assignments after a chat ends, it's important to understand the role of the 'zopimchatended' tag. This tag is applied to ensure the ticket is assigned to the agent who handled the chat. If you need to change the group or…
How can I prevent ticket reassignments from disrupting my team's workflow in Zendesk?
To prevent ticket reassignments from disrupting your team's workflow, use tags and triggers strategically. Ensure triggers account for the 'zopimchatended' tag to manage assignments effectively. If the current process is causing disruptions,…
What solutions exist for managing Zendesk Chat's ticket assignment logic?
Managing Zendesk Chat's ticket assignment logic can be challenging, but there are solutions. Using tags and triggers can help automate and control assignments, ensuring they align with your workflow. If these tools aren't sufficient, consider…
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