Full circle: Improve your customer experience night and day with schedules

4 Kommentare

  • Jon Wolverson
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    Hi

     

    Great piece. Really useful stuff. I've just added a new Schedule to be able to report on Agent and Requester Wait Times etc based on my working week. I've created a trigger for all tickets in my Group to be assigned to my new Schedule but I wanted to find out if I reported on Old/Closed/Solved tickets that won't be updated again will I see only my new Business Hours or the previously assigned Schedule?

    Thanks

    Jon

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  • Rani Sivesind
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    Hi Jon - 

    Thanks for the feedback and glad you found the article helpful! For your older tickets that will not be updated you will only see the previous schedule. Schedules can only be applied via triggers, and if those old tickets have not been updated by said triggers, they won’t have the new schedule applied to them. In addition, tickets that are moved to a Closed status cannot be modified. I hope that helps. 

    Thanks!

    Rani 

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  • Jon Wolverson
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    Hi Rani

     

    Thanks so much for coming back to me. Could I please confirm that even the process of a ticket moving from solved to closed would ensure the new schedule would be applied and taken into account for the entire lifecycle of the ticket?

     

    Thanks

    Jon

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  • Rani Sivesind
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    Jon - 

    Great question!

    The last schedule applied to the ticket will be the schedule applied for the entire lifecycle of the ticket and that will be used for reporting. So if the new schedule was updated on the ticket it should be for the entire lifecycle. 

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