Zendesk Tutorial | DO's & DONT's

[@kristiantungland2047]

How would you restrict agents using tags?

[@dominiccx]

Hmm, Do agents have tags or tickets have the tags?

[@kristiantungland2047]

Well. Both of them can have tags. But it seems to me that you are saying you still use tags. I’m guessing then agents only have ticket fields to fill out and therefore you can control how the ticket is tagged. But our workflow includes having to tag tickets via macros, so then removing the permissions from agents would break that capability. Also found out that you can hide the tag field, making it impossible to tag manually, but still maintaining the ability to tag via macro.

[@dominiccx]

@@kristiantungland2047 I think that hiding the tag field and still keeping the ability to tag tickets with pre-defined tags is a very good approach to reduce human error.

[@Veevianogbonna]

👍

[@sasha_customer_support_channel]

Would be cool to see how you'd set up Reminder Automation for customers. Will you apply it to pending tickets, or Solved but not closed yet? Also would like to see examples how assigning a customer case number actually helps - cannot imagine it being helpful.... perhaps I am missing a lot here.

[@dominiccx]

Hi Sasha. Sending a reminder for customers would have to happen in Pending status. This is what that status is being recommended by zendesk to be used when you're waiting for the client to get back to you. Also, the SLAs are following the same logic and if you ever want to use service level agreements, you'd have to use statuses as Zendesk intended them to be used. Solved is an intermediate state that gives the client a few days to get back is the issue wasn't actually solved. Closed is the state when a ticket property cannot be alteres any more and if the customer replies to a closed ticket, a new ticket is being created automatically. About the case number, you need that as a customer could write to you 4 times and talk to about the same issue. This would mean you have 4 different tickets for the same inquiry. It is your job to be organised and merge tickets on behalf of the customer if they are writing from e different channels for example. If they have a case number you can identify and merge tickets referring to the same issue and stay organised and reduce backlog. Hope this helps.

[@kriscendowilliamsdiary]

How does one get a job in Zendesk

[@dominiccx]

I don't know exactly, but when in doubt, You can by google it. try "get hired at zendesk" and go from there.

[@dominiccx]

what do you imagine wanting to do at Zendesk, by the way?

[@jokanaan2486]

Good advice but as a visual person, I would like to see it in Zendesk - meanwhile it's you describing sth that the user still needs to find. Just a feedback 🙂

[@dominiccx]

Thank you for the feedback.