How Alert Wrong User App works

Working in dynamic Zendesk environment often brings unwanted mistakes from your customer service agents. Both small and large multi-tiered support teams can be affected by actions from a single agent. Large organizations are especially affected with daily Zendesk ticket changes between teams, often decreasing customer experience due to erroneous transfer. The Leafworks Alert Wrong User app provides more control of where and to whom customer tickets are being assigned to, or when requester changes occur.

Overview

The Alert Wrong User app allows you to alert or prevent your customer support agents from making requester and assignee changes into specific names or email domains.

Example use cases:

• Prevent customer support agents from transferring tickets inside Zendesk to wrong internal teams
• Alert service agents from erroneously changing requester emails to incorrect domains (e.g. from _@gmail.com to _@gmal.com)
• Alert agents when Zendesk tickets are transferred to a specific team member (e.g. shift supervisor)
• And many more

Features

By using js regex inside the app editor, you can:

• Specify email domains to which assignees or requesters can't be changed.
• Specify names to which assignees or requesters can't be changed.
• Alert agents of assignee or requester changes, or completely prevent them.
• Customize text inside alerts seen by agents.
• Use different language variants in your alerts

App inquiries

Contact us if you have any questions, comments, or feature requests regarding this app.

About Leafworks

At Leafworks we build custom apps and bring value to your Zendesk implementation project. Feel free to get in touch with us regarding your Zendesk-related challenges. We are happy to develop your Zendesk app. As Zendesk implementation advanced partner & premier partner we look back on long-term and extensive experience.

Our team consists of Zendesk implementation consultants, developers and creatives. We are looking forward to your project. Book a free consultation here. We are happy to hear from you.

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Contact

Mail: zendesk@leafworks.de Web: www.leafworks.de