Prioritizing Urgent Tickets in Zendesk Approval
How can I ensure urgent tickets are prioritized in the Zendesk approval process?
To ensure urgent tickets are prioritized in the Zendesk approval process, you can configure the view to group tickets by priority and set it to descending order. This way, tickets needing urgent approval will appear at the top of the list. Additionally, you can order tickets by the latest update in ascending order to keep the most recently updated tickets visible.
This setup helps departments quickly identify and address high-priority tickets, streamlining the approval process and ensuring timely responses.
More related questions
How do I set up an approval process between departments in Zendesk?
Setting up an approval process between departments in Zendesk is straightforward and can be done in about 10 minutes. You'll need to create two groups, two macros, and one view. For example, you can create groups for Finance and Sales. The first…
What are the necessary components for creating an approval workflow in Zendesk?
To create an approval workflow in Zendesk, you need two groups, two macros, and one view. The groups represent the departments involved, such as Finance and Sales. The macros are used to assign and reassign tickets between these groups, while the…
Can I customize the approval process for different departments in Zendesk?
Yes, the approval process in Zendesk can be customized for different departments. While the example uses Finance and Sales, you can apply the same process to other departments, such as Support for new hire ticket approvals. Simply adjust the…
Is it possible for light agents to participate in the Zendesk approval process?
Unfortunately, light agents have limited capabilities in Zendesk and cannot participate in the approval process as described. The workflow requires full agent roles to access the necessary macros and views for approving or rejecting tickets. For…
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