Managing Ticket Assignments After Zendesk Chat Ends
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 assignee, wait for this tag to appear. You can also use triggers with criteria for this tag to automate changes. If this process doesn't align with your needs, consider using Zendesk Agent Workspaces for more control over ticket assignments.
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…
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…
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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