CJ
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Neueste Aktivität von CJ-
Tip: How to Calculate a Less Wrong Missed Chat Wait Time
The Chat Wait Time metric incorrectly calculates the wait time a chatter spent waiting in chat for Missed chats. This means it returns the amount of time from the last message sent, to leaving the ...
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Tip: Breaking Down Missed Inbound Chats
I'm not sure why Zendesk deleted this tip I wrote previously, but I keep backups of everything, and figured I'd put it back up, since this is still something people are asking about chat, and seems...
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Major Problem with SLAs, Anyone Have a Workaround? Email Replies from user not on ticket.
When you have SLAs for First Reply Time, and Next Reply time, and a user replies to a ticket from a different email than the one they sent the initial message on, their message is an internal note,...
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Add Submit A Request for Agents
BeantwortetThis article is closed out: https://support.zendesk.com/hc/en-us/community/posts/4409222573722-Add-Submit-A-Request-for-AgentsAll the links from Zendesk employees to the new feature and how to use ...
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Please make ALL metrics and attributes from the Support Default dataset available on SLA dataset
I am very, very tired of trying to build incredibly basic things for SLA charts, to find that key components were left out of this dataset. There's no reason, at all, for these things to be exclude...
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Fix the audit log as soon as possible.
Feature Request Summary: The audit log is not recording changes to automations correctly. This needs to be fixed, as soon as possible. Description/Use Cases: Currently, the audit log leaves out ...
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Let me update Form Conditional Logic via the API
Feature Request Summary: I need to be able to make mass changes to conditional fields with certainty that the correct selections are in place. I need to be able to delete and re-apply changes qui...
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Please give us a tool to replace old "Clickable Ticket ID" attributes now that this is supported.
Explore did not originally allow you to click through on a ticket id to a ticket. There was a workaround, that involved creating a custom attribute, and turning on html interpretation, to get this ...
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Please Fix the Workflow for Turning on Chat for Agents
These are the steps I have to take every time I need to add an agent to Chat. 1. Go to agent profile. 2. Add them to the group/chat department you want them to be in. 3. Under "Role" click "Open in...
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How are you reporting on FRT?
What does Zendesk suggest if you have a weekly reporting cadence, in the event that on average, tickets take longer than a week to solve out? I'm getting back results that my agents had no FRTs usi...