Zen Desk Automatic Ticket Response: A Game-Changer for Agents

The recent release by Zendesk has introduced a significant change to the way agents interact with tickets. The addition of automatic ticket responses has caused confusion among users, particularly regarding the use of internal notes as drafts. In this article, we'll explore the implications of this new feature and its impact on agent workflows.

One of the primary concerns is that the feature doesn't fully understand the core functionality of using internal notes as drafts. This could lead to agents inadvertently sending tickets in draft mode, which might cause confusion and delays. To avoid this, it's crucial for agents to carefully review their settings and ensure they're familiar with the new feature.

Another issue raised by this release is the lack of immediate access to the Sandbox environment. Agents often need a sandbox environment to test new features before they go live. This would have been particularly helpful in this case, as users might have benefited from exploring the new automatic ticket response feature before it went into production.

The 'Zendesk remembers your last choice for draft mode' feature also raises questions about agent workflow. If an agent finishes a ticket and wants to send a public reply, they'll need to manually switch off draft mode and then start composing their next reply. This adds an extra step to the process and might cause agents to overlook this important detail.

In the past, some users attempted to work around this issue by copying and pasting between internal notes and public replies. However, this often resulted in formatting issues, making it a pain point for many agents. The new 'Draft' reply option seems like a solution to this problem, but it's essential for agents to understand how to utilize this feature effectively.

The introduction of the Draft reply option also raises questions about the need for a third text input buffer. This could be seen as an additional step in the agent workflow, potentially causing confusion and errors. It's crucial for Zendesk to provide clear guidelines on how agents should use this new feature to ensure seamless integration into their workflows.

In conclusion, the automatic ticket response feature by Zendesk has introduced some significant changes that require careful consideration from agents. By understanding these changes and adapting their workflows accordingly, agents can take full advantage of this new feature and improve their overall productivity.

Zen desk automatic ticket response