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Q: Any tips on setting "Account Managers" for select clients?

  • July 29, 2022
  • 2 replies
  • 0 views
jeremy12

Some of our agents do an extensive onboarding with some clients. Therefore, I would prefer to assign this agent as the "Account Manager" for these clients.

I would still want all agents to be able to assist the client with most queries, but it would be best if their "Account Manager" was the primary source of contact.

Would anyone have any tips or recommendations on you best approach this? So far I have created a custom field with a drop-down to select the Account Manager on an organisation level. Thanks!

    2 replies

    S
    • Shayan11
    • July 29, 2022

    Hello Jeremy,

    The new Lookup relationship field type might be of help here:

    You can use it to link Tickets, Users, Organizations with one another.

    You could define a Lookup relationship field on an organization level or on a Ticket level - and then link it to the respective Account Manager agents. Your agents will then be able to choose between the respective account managers in either the Ticket or the Organization panel, depending on setup.

    You could then setup Triggers to notify the account manager whenever a new comment is made to a Ticket relating to him.

    Refer to this link for instructions: https://support.zendesk.com/hc/en-us/articles/4591924111770-Using-lookup-relationship-fields

    The rollout for this feature end at August 1, so you might have to wait just a bit until this feature is available for you.

      jeremy12
      • jeremy12
      • Author
      • July 29, 2022

      That sounds perfect! I'll be trying it out next week, thank you so much for the suggestion!

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