Zendesk apps

Auto Merge

• Auto Merge App for Zendesk
• Merge window (hours)
• Matching criteria
• Target ticket conditions
• Creating a trigger to integrate with Auto Merge
• How can I report on auto merged tickets?

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Billing

• Are we billed for all agents, or can we choose a subset of agents for paid apps?
• How can I update my credit card after installing the app?
• How can I view my billing history and download past invoices?
• How do I cancel my free trial or subscription?

Playlist Ticket Assignment

• Custom agent statuses
• Preparing for your Playlist implementation
• Quickest way to set up round robin ticket assignment in Zendesk
• Assign to same agent if the requester submits a new ticket
• Automated skills-based routing (push model) for Zendesk
• Real-time routing for social messaging channels like WhatsApp

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Customer 360

• Which reporting tools are supported by Customer 360?
• Are dashboard filters applied automatically?
• Will the Customer 360 app always be free?
• Customer 360 Overview

Agent Dashboard

• Agent Dashboard Placeholders

Ticket Merge

• Required fields for merging
• Merge into oldest ticket
• Quickly merge tickets without having to switch screens in Zendesk
• Merge comment templates