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Ilya Gook
Beigetreten 16. Apr. 2021
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Letzte Aktivität 20. Jan. 2025
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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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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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@... 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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@... 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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BTW this is the best workaround we've managed to find so far: Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied
Kommentar anzeigen · Gepostet 21. Sept. 2021 · Ilya Gook
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+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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