Brandon Tidd

1. Support
2. ...
3. SLAs, macros, and CSAT
4. How to alert your team to tickets nearing an SLA breach

Hey everyone - I've had some luck with the Sweethawk SLA Timers App. Hope this helps!

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• Brandon Tidd
• Erstellt 19. Januar 2023 02:51
• 0 Stimmen

1. Talk
2. ...
3. Setting up and using Text
4. Using Text notifications with triggers: Recipes and tips

Hey Dorel Home Furnishings - dorelsupport -  I believe the following setup will produce the desired result:

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• Brandon Tidd
• Erstellt 5. Januar 2023 18:24
• 0 Stimmen

1. Objects and rules
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

Hi Ben Lebeau -  That is correct.  When 'in a holiday' the standard 'Outside of Business Hours Voicemail" will play.  Unfortunately right now it is a manual lift to modify the greetings, but I'm wo...

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• Brandon Tidd
• Erstellt 17. Dezember 2022 09:28
• 0 Stimmen

1. Community
2. Tips from users - Zendesk Suite
3. Custom Ticket Statuses Have Arrived (in EAP)!

CJ Johnson Understood - but this article is specifically discussing Custom Ticket Statuses, which doesn't have the same restrictions related to chat.  I've updated the title of the article accordin...

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• Brandon Tidd
• Erstellt 14. Dezember 2022 16:20
• 0 Stimmen

1. Community
2. Tips from users - Zendesk Suite
3. Custom Ticket Statuses Have Arrived (in EAP)!

CJ Johnson It looks like you might be confusing Unified Agent Status with Custom Ticket Statuses

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• Brandon Tidd
• Erstellt 14. Dezember 2022 04:13
• 0 Stimmen

1. Objects and rules
2. ...
3. Workflows
4. About triggers and how they work

Mike Jones - You are correct - that is exactly how that feature worked.  Similarly, less than solved is new, open, pending and on-hold.  It is worth noting though, that closed tickets cannot be act...

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• Brandon Tidd
• Bearbeitet 8. Dezember 2022 01:11
• 0 Stimmen

1. Community
2. Tips from users - Zendesk Suite
3. Custom Ticket Statuses Have Arrived (in EAP)!

I work with 729solutions.com, a Premier Partner that works on Zendesk implementations.  I'm not sure where they are in the overall migration out of EAP to GA, but we noticed the feature rolling int...

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• Brandon Tidd
• Bearbeitet 29. November 2022 21:20
• 3 Stimmen

1. Community
2. Tips from users - Zendesk Suite
3. Custom Ticket Statuses Have Arrived (in EAP)!

Hey CJ Johnson - It is in the process of rolling out to production, and we've seen it live in several instances that weren't involved with the EAP.  You can check to see if it's available in your i...

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• Brandon Tidd
• Erstellt 29. November 2022 21:11
• 0 Stimmen

1. Community
2. Tips from users - Zendesk Suite
3. Custom Ticket Statuses Have Arrived (in EAP)!

CJ Johnson You do need Agent Workspace enabled, but other than that I don't believe it has that restriction: https://support.zendesk.com/hc/en-us/community/posts/4416481894426

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• Brandon Tidd
• Erstellt 29. November 2022 20:27
• -1 Stimmen