Reporting skipped tickets from Play Mode
Putting Zendesk to Work is Support Driven’s advice column about getting the most out of Zendesk. Get insights and answers from our community of Zendesk administrators and consultants.
Join our Zendesk community and we'll help you put Zendesk to work.
Hello Everyone, do you know if this is possible to report on tickets that were skipped while in Play Mode? I know you can check this manually on the Agent profile, currently, this option is visible only for Admin, can you give permissions to see Play Only for other user types like Team Leads?
- Ticket Leader
Rafael Santos, Zendesk & CS Tools Admin: Hey, not natively for now. However, you can build something using an API endpoint for Ticket Skips.
Here are a couple of similar questions:
Additionally, there are some apps that might assist you in getting this information:
Tymeshift, the WFM tool we use, has a "skipped tickets" reporting feature.
Skipper is a third-party app built exactly for this
Adding Apps to Help the Support Team
Hi Team, I’m thinking of adding apps to my company slack or integration with Zendesk to help the Support team and create efficiencies. Any suggestions? We use confluence for our internal product knowledge.
- App Investigator
Elisa Reggiardo, CMO at Tymeshift: 100% recommend Using Slack in side conversations! Also this one: Slack App Integration with Zendesk Support
Community Member: What would you like the integration to do @App Investigator?
App Investigator: Make it easier for our support team agents to ask for help and or flag any potential bugs. We just want to create efficiency in our team and work smarter not harder.
Karpagam, at Ascendo.ai: Ascendo provides agent assistance to increase support efficiency via slack - check it out.
Community Member: That’s a really vague topic @App Investigator and I'm curious what others will answer since that’s such as broad category. Are these the types of suggestions you are looking for?
Products to create tickets in Slack, Slack support, ingestion, and bring them into Zendesk - (foqal.io, halp.com)
Scheduling/forecasting in ZD with a Slack integration - assembled.com
Knowledge management with a Slack/ZD integration - getguru.com
Conversation review and QA - klausapp.com
App Investigator: Yes. Curious to know more about conversation review. Thanks!
Encouraging Users to submit a Ticket with their level of Urgency
We are wanting to encourage users to fill out a Zendesk form to submit a ticket so they can set the urgency of their issue, but I want to bring this within our app itself. Other than including a complete Zendesk or support portal in-app what other ways have you seen this implemented? I’d love to also hear examples of passing in-app data across, too!
- Support Advocate
Andrew Spittle, Happiness Engineer at Automattic: We have a slimmed-down support center in our mobile apps (e.g. WordPress). It includes a simple contact form, message history, and a set of help articles that are all powered through the Zendesk API. We pass basic debug data through as a custom field for each incoming ticket (e.g. app error logs, that sorta thing).
Meggan King, Director of Customer Success Klipfolio: We also use the Zendesk API to open tickets. This lets us prepopulate fields using tags and terms. We pass in customer details, where they were, etc. We have a complex online app, so the more details we have the better. We can completely set up the form based on our branding, etc too
Support Advocate: That’s awesome Meggan. So for the client, it looks just like another part of the app, rather than something ’zendesk’y?
Meggan: Yep! It works well and on the Zendesk side, I can triage based on the ticket type into the queues I want the team to focus on. Some topics are always a higher priority.
About the Editor
Erika Carpio is a Support Driven Community Guide for AirCall by day and a reader by night. She has found that her Ikigai (a Japanese word meaning reason for being) is to connect and help others. Before covid, she was a passionate tour guide/advisor making people’s long life dreams come true. Find her here on LinkedIn.