Understanding Agent Touch Triggers in Zendesk
What is the purpose of the agent touch trigger in Zendesk?
The agent touch trigger in Zendesk is designed to escalate tickets that have had more than three interactions with the same requester. This is important because customer satisfaction tends to drop after multiple interactions. To set this up, go to Admin Center, click 'Objects and rules', then 'Business rules', and select 'Triggers'. Add conditions like 'Ticket>Status category>Less than>Solved' and 'Ticket>Agent replies>Greater than>3'. The action should move the ticket to the 'Escalations' group. This helps ensure that complex issues are addressed by specialized agents.
More related questions
How can I create an Escalations group in Zendesk?
Creating an Escalations group in Zendesk is the first step to managing escalated tickets effectively. To create this group, navigate to the Admin Center and click on 'People' in the sidebar. Then, select 'Team' followed by 'Groups'. Click on 'Add…
What are escalation triggers and how do I set them up?
Escalation triggers help manage tickets based on specific conditions, such as the language used by the requester. To set them up, go to Admin Center, click 'Objects and rules', then 'Business rules', and select 'Triggers'. Click 'Add trigger', name…
How do I create triggers for bad CSAT ratings in Zendesk?
Creating triggers for bad CSAT ratings helps address customer dissatisfaction promptly. In Admin Center, navigate to 'Objects and rules', then 'Business rules', and select 'Triggers'. For tickets without comments, name the trigger 'Bad without…
How can I create a view for my Escalations group in Zendesk?
Creating a view for your Escalations group allows agents to easily identify tickets that need urgent attention. In Admin Center, click 'Workspaces', then 'Agent tools', and select 'Views'. Click 'Add view', name it 'Escalations', and choose which…
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