Not with the out of the box functionality. You can think of maybe using omnichannel routing but that's meant to be used for agent capacity. Or you can look into using a third party app like RoundRobin which you can find on the zendesk marketplace.
Hi there, great videos - Once a ticket has been assigned to an agent, how can that agent transfer it to another agent? I've tried following the first step in this video and its not worked.. Thinking it might be to do with some settings.
I guess you could create a business rule to either notify you or put the ticket back to open if you're not the assignee of that ticket but this is not ideal. It's more of an internal communication issue maybe?
What is Ticket > ROCA service The "ROCA Service" part. I've been trying to set up a Trigger to assign tickets based on an email domain and the life of me I can't get it working. I've try creating an Organization for the domain I'm looking for. A new Group to assign to that organization. And when I submit a fake ticket, it doesn't work 😢 This this the trigger that I have: Conditions Ticket - Ticket Is Created Organization - Organization Is [org name i created] Actions Ticket - Assignee Ticket - [My name] Help :(
You've done everything right from what you've described so far. Only thing might be that you're already part of another org and it doesn't matter if you've done the setup correctly so far. Can you check with another email from the same domain or see if you're part another org already?
Great work you are doing
Thanks a lot
Thank you for sharing your knowledge. Is it possible to assign tickets to multiple agents within the same group using a merry-go-round system?
Not with the out of the box functionality. You can think of maybe using omnichannel routing but that's meant to be used for agent capacity. Or you can look into using a third party app like RoundRobin which you can find on the zendesk marketplace.
Hi there, great videos - Once a ticket has been assigned to an agent, how can that agent transfer it to another agent? I've tried following the first step in this video and its not worked.. Thinking it might be to do with some settings.
Hi Samantha, hmm, you might not have the permission to assign to someone else. What role does your agent account have?
Okay, but. How did you created the ''Rocca Service'' option? and how do I apply it to my business?
It's a custom field and you can go to admin center - if you are an admin - an create a dropdown field.
How many zendesk logins do we get with the 6 month startup trial?
Not sure, but i think up to 5.
Is there a way you can prevent other agents from solving your tickets once you've taken them?
I guess you could create a business rule to either notify you or put the ticket back to open if you're not the assignee of that ticket but this is not ideal.
It's more of an internal communication issue maybe?
What is Ticket > ROCA service
The "ROCA Service" part.
I've been trying to set up a Trigger to assign tickets based on an email domain and the life of me I can't get it working. I've try creating an Organization for the domain I'm looking for. A new Group to assign to that organization. And when I submit a fake ticket, it doesn't work 😢
This this the trigger that I have:
Conditions
Ticket - Ticket Is Created
Organization - Organization Is [org name i created]
Actions
Ticket - Assignee Ticket - [My name]
Help :(
You've done everything right from what you've described so far.
Only thing might be that you're already part of another org and it doesn't matter if you've done the setup correctly so far. Can you check with another email from the same domain or see if you're part another org already?
Is there a way agents can't assign tickets or reassign tickets?
You can restrict them from assigning back to the group or to not be able to assign to the groups they are not members of.
please give me api for forward a ticket using zendesk api iam doing in nodejs can u provide a api for this
It should be in the API documentation. I am not a dev so I don't want to recommend the wrong thing.
Dominic I am from Pakistan I need to connect with you.
How may I help you?
You can find my email on the website. It's quite easy to find.
huh?
lol!!