Managing Zendesk Tickets with Multiple Agents
How can I manage a Zendesk ticket with multiple agents?
To manage a Zendesk ticket with multiple agents, assign the ticket to a group instead of an individual. This allows all agents in the group to access and work on the ticket.
Assigning a ticket to a group is a practical solution when collaboration is needed. It ensures that all group members are informed and can take necessary actions, providing a seamless experience for both agents and customers.
More related questions
Can a Zendesk ticket have multiple assignees at once?
No, a Zendesk ticket cannot have multiple assignees at the same time. However, you can assign the ticket to a group if you need multiple agents to handle it. This way, all agents in the group can stay updated on the ticket's progress and…
What are the limitations of having a single assignee in Zendesk?
The main limitation of having a single assignee in Zendesk is that only one person is directly responsible for the ticket. This can be a challenge if the ticket requires input from multiple agents. To overcome this, you can assign the ticket to a…
Can I use custom fields to manage ticket assignments in Zendesk?
While custom fields can be used in Zendesk, they are not as flexible as system fields for managing ticket assignments. Some users suggest adding a secondary assignee as a system field for better management. Custom fields can help in organizing…
How can I track agent handle time for Zendesk tickets?
To track agent handle time for Zendesk tickets, you can use the Time Tracking recipe to update handling time by agent. This helps in calculating the duration an agent spends on a ticket. If you need to track the time for agents who interacted with…
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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.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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