Michael Mader
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Neueste Aktivität von Michael Mader-
Michael Mader hat einen Kommentar hinterlassen
^^ Just noticed today, there is now a filter for ticket status! Thank you Zendesk for adding that!! This solves my problem!
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Michael Mader hat einen Kommentar hinterlassen
Hey all, I've noticed that % agent engagement is counting on all assigned tickets (resolved and unresolved), rather than only solved. I'm curious as I haven't found a metric for solved tickets in ...
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Michael Mader hat einen Kommentar hinterlassen
Thanks Gab, I think I was doing a bit too much work on this one as the Agent Engagement metric should get us what we need. Agent engagement: The percentage of tickets with Knowledge or Knowledge ...
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Michael Mader hat einen Post erstellt
Utilizing "Verified" and "Unverified" in Knowledge to implement KCS
We have implemented a KCS system and are running into some issues at present. Currently, our support engineers are "creating" or "saving" drafts of articles to be reviewed by a team of publishers...
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Michael Mader hat einen Post erstellt
Combined linked article tickets and created article tickets in Explore
Our Support agents are going to be expected to create new or link existing Guide articles on 80% of their solved tickets. I can pull all kinds of counts out of the box in relation to created artic...
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Michael Mader hat einen Kommentar hinterlassen
I just had a ticket solved out by Zendesk Support, saying this article is incorrect, saying that "At this time, unfortunately, It is not possible to make a public reply or internal notes default by...
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Michael Mader hat einen Post erstellt
First reply time being triggered on ended Chats
BeantwortetWe have just migrated to Agent Workspaces and we have noticed our SLA metrics drop significantly. In going through the events tab on conversations, it seems that when a Conversation is ended, the ...
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Michael Mader hat einen Kommentar hinterlassen
I'm having the same issue as Jamie.
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Michael Mader hat einen Kommentar hinterlassen
I was informed by Zendesk Support that in order for our Chat agents to have their Chats served up in the comment box as a chat and not as an internal note, that I need to check the box "Non-email c...
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Michael Mader hat einen Post erstellt
Individual SLA measurements
In current state, it seems that SLA's are only measured by current assignee. We are moving from an "own the ticket to completion" mentality to a "swarm the ticket as a team to get it solved quicke...