Why agents can't reply immediately in Zendesk
Why can't an agent reply immediately after clicking 'Take It' in Zendesk?
After clicking 'Take It', an agent must update the ticket before replying. This ensures the ticket is properly assigned.
To reply to a customer, the agent should click 'Take it' and then update the ticket by selecting 'Submit as Open'. This process confirms the ticket is with the agent, allowing them to respond directly to the customer without needing to switch to an internal note.
More related questions
What does 'Take this ticket to join the conversation' mean in Zendesk?
The message 'Take this ticket to join the conversation' means that only the assigned agent can message the customer. To reply to the customer, you need to assign the ticket to yourself by clicking 'Take it' in the Assignee field. Once you've taken…
How can I ensure all agents are notified of ticket updates in Zendesk?
To notify all agents of ticket updates, you can create a trigger for email notifications. This is useful when the ticket assignee is unavailable. You can set up a trigger using a user tag or custom field to ensure it only fires when the ticket…
Why do some agents not see ticket notifications in Zendesk?
In Zendesk, only the ticket assignee receives notification updates. This can be problematic if the assignee is unavailable. To address this, you can create a trigger to notify all agents via email when there's a ticket update. Use a user tag or…
Is the 'Take this ticket' feature enabled by default in Zendesk?
Yes, the 'Take this ticket' feature is enabled by default in the Zendesk Agent Workspace. This feature allows agents to assign tickets to themselves, ensuring they can manage and respond to customer inquiries effectively. If you're unsure about…
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