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Ilya Gook

Beigetreten 16. Apr. 2021

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Letzte Aktivität 20. Jan. 2025

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Community-Kommentar Discussion - Success with Zendesk

I usually refer to this article, even though it's several years old already. My experience and common sense also confirm that B2B business need to set the goal to reply no later than in 24 hrs via email (except for weekends) and strive to reply to 90% of chats in 30 seconds. 

Zendesk allows you to set more granular targets, at least for tickets, so I'd also recommend adding separate SLA policies for upper-tier customers with quicker targets (up to several hours, if your team's capacity permits)

Kommentar anzeigen · Gepostet 29. Mai 2024 · Ilya Gook

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KommentarUsing legacy AI agent functionality

 Advanced AI add-on article is not accessible for some reason Aimee Spanier

Kommentar anzeigen · Gepostet 10. Mai 2023 · Ilya Gook

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Community-Kommentar Feedback - Ticketing system (Support)

@... seconding the last comments from Zach: this "Make email comments from CCed end users public" setting is not new, and it's not a proper fix for the problem, more of a temporary workaround. It's explicitly said "not recommended" as one risks exposing comments from end-users who might send them in reply-to mode intentionally

Kommentar anzeigen · Gepostet 14. Okt. 2021 · Ilya Gook

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Community-Kommentar Feedback - Ticketing system (Support)

@... will the CCs and followers – Tickets replied to by a CC get no SLA issue be addressed as well? 

Kommentar anzeigen · Gepostet 12. Okt. 2021 · Ilya Gook

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Community-Kommentar Feedback - Ticketing system (Support)

Kommentar anzeigen · Gepostet 21. Sept. 2021 · Ilya Gook

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Community-Kommentar Feedback - Ticketing system (Support)

+1, honestly, treating such comments as internal notes and not public comments looks like a real crutch to me

Kommentar anzeigen · Gepostet 10. Feb. 2021 · Ilya Gook

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