Chandra Robrock
I'm Chandra & I lead a team of Technical Support Specialists at FullStory. I've been using Zendesk for many years and have personally experienced how helpful the software can be for providing superior support. In my downtime, I serve as a Zendesk Community Moderator to help others find incredible value with the product.
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Neueste Aktivität von Chandra Robrock-
Insight into the domain(s) associated with a given Organization when linking a User to an Organization
I'd love to be able to see the domain(s) associated with an Organization record in Zendesk when I'm linking a User record to an Organization. Currently, Zendesk only shows the Organization Name wit...
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Tip: Get Notified in Slack when @Mentioned on a Ticket
The Problem Tickets I was @mentioned on were slipping through the cracks. The in-app notifications were helpful when I was in the Zendesk UI, but I spend 40% of my time outside of the queue. Emai...
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How To Create a Slack Notification When a Ticket View Reaches a Specific Threshold
The Goal Our Support team is structured so that you’re spending between 40-80% of your time in the Support queue, depending on your seniority level. We wanted a way to be notified in Slack once our...
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How to “Pause” the Next Response SLA Target on Tickets
The Problem We found ourselves breaching on SLA tickets in which we wouldn’t consider to be a true breach. For example, let’s consider the following scenario: Customer writes into Support Suppor...
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Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied
The Problem When sorting views by the Next SLA Breach time, we’ve found that there are cases in which a ticket lands in our Support queue but does not trigger a First or Next Response SLA. A few...