Reviewing Ticket History in Zendesk
How can I review a ticket's history in Zendesk?
Zendesk allows you to review a ticket's history through its 'Conversations' and 'Events' views. The 'Conversations' view shows communication between agents and customers, while the 'Events' view displays all changes, including status updates and trigger actions. This comprehensive history helps agents understand the ticket's journey and make informed decisions for resolution.
More related questions
How does Zendesk handle ticket update notifications to customers?
Zendesk automatically sends email notifications to customers when a ticket is created or updated. This means you don't have to manually inform customers that their support request has been received. The email includes a link to the ticket, allowing…
What are the different ticket types in Zendesk?
Zendesk offers four ticket types: Question, Problem, Incident, and Task. These types help agents categorize and manage tickets effectively. A 'Question' indicates a simple inquiry, while a 'Problem' suggests an issue affecting multiple users….
How can I prioritize tickets in Zendesk?
In Zendesk, you can set ticket priorities to manage urgency levels. There are four priority levels: Low, Normal, High, and Urgent. You can assign these based on factors like the customer's importance or the time elapsed since ticket creation….
What are macros in Zendesk and how do they help?
Macros in Zendesk are pre-defined responses that streamline handling recurring questions. They save time by allowing agents to apply a standard reply to common inquiries, like password resets. Macros can be global, restricted to specific groups, or…
How does ticket sharing work in Zendesk?
Ticket sharing in Zendesk allows collaboration across different Zendesk instances. You can share tickets with other companies or teams, enabling them to contribute to resolving the issue. Shared tickets keep status and comments synced between…
How can I format ticket comments in Zendesk?
In Zendesk, you can format ticket comments using Rich content or Markdown. Rich content provides a formatting toolbar for adding headings, bullet lists, and more. In the Zendesk Agent Workspace, agents can switch between rich content and markdown…
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