Aya
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About side conversation feature
Side conversations are spaces in a ticket where agents can have a side conversation with a specific group of people, or discuss a specific area of concern or course of action. You can use them to o...
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Automation Setting Sample - 2nd reminder new ticket but no assignee
This automation is to notify all agents in Support group that a new ticket has not been assigned to any agent over 48 hours since it is received. ======================= Text for copy/paste ====...
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Creating side conversations using email
If enabled by Admin, agents and light agents can create side conversations. You can create side conversations on open or closed tickets. If someone replies to a side conversation on a closed ticket...
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Automation Setting Sample - 1st Reminder no action by assignee
This automation is to notify the assignee that has been assigned but no action has been made for 48 hours since it is updated last and urging the agent to take prompt action. =====================...
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How can I set business hours?
If you're on Professional or Enterprise, you can set a schedule for your Zendesk Support instance by selecting a time zone, defining business hours, and setting up holidays. On Professional you can...
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Creating a side conversation using Slack
When you create a side conversation, you choose between using email or using Slack. This article will explain about using Slack for side conversation. For creating side conversation using email, se...
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Automation Setting Sample - 2nd Reminder no action by assignee
This automation is to notify the assignee for the second time that has been assigned but no action has been made for 96 hours since it is updated last and urging the agent to take prompt action. ...
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Viewing and replying to side conversations
Reply to side conversations from the Zendesk Support interface rather than from one of the email notifications generated by side conversations. When someone replies to a side conversation notificat...
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Automation Setting Sample - Friendly reminder to customer (1st bump)
This automation is to notify customers when an agent asks for additional information but they ignore you. It will be fired after 96 hours since the ticket becomes in Pending status. Condition: Act...
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Closing and reopening side conversations
Closing a side conversation changes the status of the side conversation to Done. Closing and reopening side conversations does not result in any additional email messages to people on the side conv...