This guide is intended to outline the the Zendesk workflow for Claims light agents.
Assign Ticket to a Claims Light Agent
- Select "Assign" from the macro list, and then choose the agent to assign the ticket to.
Assign CIM Category to Ticket
- Select "CIM Category" from the macro list, and then choose the category to assign to the ticket.
When a light agent selects one of the macros listed above, Zendesk applies the proper keywords into the comment field that will trigger actions after the ticket is submitted.
Example
In the example above, the following will happen:
- The CIM Light Agent field will change to Ann Bresee.
- The CIM Category field will change to Chem Dep.
- The ticket will be Solved.
You can use any combination of macros at one time.
After selecting your macros, YOU MUST submit the ticket using the action button in the bottom right. The updates to the ticket will occur immediately after submission.