Scott Allison

1. Community
2. Feedback - Ticketing System (Support)
3. SLA Alerting in Minutes

Geordyn Ader Thanks for the question! My comment from October last year is at the top of the previous page so you may have missed it. You are right that SLAs has gone without investment for a while...

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• Scott Allison
• Erstellt 23. Januar 2023 23:06
• -1 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Allow Agents to Complete Satisfaction Surveys

John Evans Thank you for your feedback, I truly appreciate it. I just posted an update that we're going to invest in CSAT later this year, but I don't yet know if this use case will be something we...

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• Scott Allison
• Erstellt 20. Januar 2023 22:00
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Ticketing System (Support)
3. Allow Agents to Complete Satisfaction Surveys

Thank you all for your interest in this use case. We are listening, and really appreciate everyone's continued feedback here. Unfortunately, CSAT hasn't been something we've been investing in, bu...

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• Scott Allison
• Erstellt 20. Januar 2023 21:56
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Ticketing System (Support)
3. Agents should be able to submit CSAT surveys too

Thank you all for your interest in this use case. We are listening, and really appreciate everyone's continued feedback here. Unfortunately, CSAT hasn't been something we've been investing in, but ...

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• Scott Allison
• Erstellt 20. Januar 2023 21:53
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Macro Usage Reporting Capabilities

I'm one of the product managers here at Zendesk. Thank you for asking about our plans for Macros reporting. This isn't currently on the roadmap for 2023, but it's something we want to get to in the...

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• Scott Allison
• Erstellt 20. Januar 2023 21:47
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Feature Request: Add "Share Ticket" as an available action for Macros

I'm one of the Product Managers here at Zendesk. Thank you for the suggestion, it's really appreciated. We don't currently have plans to add this, but things can change, especially based on feedbac...

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• Scott Allison
• Erstellt 20. Januar 2023 21:38
• 0 Stimmen

Offizieller Kommentar

1. Community
2. Feedback - Ticketing System (Support)
3. Favorite Macros

Thanks for your idea! FYI, we have two features right now that are similar but with some differences: - Most Used: this is based on an agent's individual usage and shows their top 5 most frequently...

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• Scott Allison
• Erstellt 17. Januar 2023 21:44
• 0 Stimmen

1. Support
2. ...
3. Measuring success
4. Defining and using SLA policies

@Paul . Please take a look at this article which explains about targets and how they're displayed along with business hours: https://support.zendesk.com/hc/en-us/articles/4408883657114-Why-do-I-see...

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• Scott Allison
• Erstellt 11. Januar 2023 18:35
• 1 Stimme

1. Support
2. ...
3. Service Level Agreements (SLA), macros, and CSAT
4. Why am I receiving unexpected bad satisfaction ratings?

Tal Admon We did look at various pieces of meta data including the ones you mentioned but this wasn't a magic bullet. There was only one such piece of software that was actually identifying themsel...

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• Scott Allison
• Erstellt 23. Dezember 2022 00:53
• 0 Stimmen

1. Support
2. ...
3. Service Level Agreements (SLA), macros, and CSAT
4. Why am I receiving unexpected bad satisfaction ratings?

Scott Patterson I'm one of the Product team here at Zendesk. I just wanted to respond and clarify that it's not a scheduled automation causing this. There is a scheduled automation running to send ...

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• Scott Allison
• Erstellt 21. Dezember 2022 17:55
• -1 Stimmen