Zendesk Explore and CSAT: reporting on the correct Assignee

A ticket’s last assignee might be same the person who was assigned to a ticket when the requester rated it. But who gets the CSAT credit when multiple agents were assigned to a ticket? Here’s how to make this clear in Zendesk Explore.

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Automatically add comments to tickets

Although not officially supported by Zendesk due to potencial race condition issues, it is possible to add comments to tickets using a trigger or an automation. This could be particularly useful for non-email channels like Facebook or WhatsApp, where Facebook’s 24-hour rule applies.

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