Zac Garcia

1. Community
2. Feedback - Ticketing System (Support)
3. [Out of Office App] Allow Team Leads to Change Agent Status

Thanks Kyle - yep I knew that was completely impossible as it currently stands, and would love to see some improvements to the product that allow for it.

• Kommentar anzeigen
• Zac Garcia
• Erstellt 9. Oktober 2019 17:01
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Admin tool request: List of suspended users

Regarding the original request to have a list of suspended users: it's not a view or "list" per se, but the Suspended property is now searchable. Take a look here: https://support.zendesk.com/hc/en...

• Kommentar anzeigen
• Zac Garcia
• Erstellt 22. August 2018 22:27
• 3 Stimmen

1. Community
2. Tips from users - Zendesk Suite
3. Best practices for managing known issues?

Hi all, We have challenges around this as well (I think every organization managing live service products struggles in this area). We have tried some similar solutions to yours (I love your problem...

• Kommentar anzeigen
• Zac Garcia
• Erstellt 6. Juli 2018 04:40
• 0 Stimmen

1. Community
2. Zendesk on Suite best practices
3. Knowledge Manager Roundtable: How do you measure self-service activity and knowledge base usefulness?

@Rob- I would focus on categorizing your inbound requests (including via phone and chat). Can you tag those interactions in some way? I would then correlate them to the content available in your He...

• Kommentar anzeigen
• Zac Garcia
• Erstellt 14. Februar 2018 18:44
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. SLA based on internal notes

This is also very important to our workflows. The use case is as follows: End user sends email to our Zendesk. First Reply Time SLA goal is set. Zendesk Agent replies to End User. First Reply Time...

• Kommentar anzeigen
• Zac Garcia
• Erstellt 18. Oktober 2017 19:58
• 5 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Admin tool request: List of suspended users

Want to +1 this feature. As we manage onboarding and offboarding, we use Insights to manage lists of agents. Custom Fields import relevant data to Insights, such as whether they are a Light Agent o...

• Kommentar anzeigen
• Zac Garcia
• Erstellt 12. Oktober 2017 15:42
• 1 Stimme

1. Community
2. Tips from users - Zendesk Suite
3. Creating, Flagging, and Publishing with Knowledge Capture Oh My!

This is really helpful, Daniel. Thank you!

• Kommentar anzeigen
• Zac Garcia
• Erstellt 15. August 2017 03:21
• 0 Stimmen