Matt Foley

My screenshot doesn't seem to be appearing in my original post...

Hi!

When a client begins a messaging chat, once the chat has concluded, the ticket should default to Email.

Currently, whenever the ticket is closed/X'd out of, it defaults back to Messaging once the ticket reopens.

As a result, I've sent chat messages to clients unintentionally as a result.

Can this be addressed? Sooner rather than later?

Thanks!

Per your recommendation I updated the metrics to average but now I have 3 different reports using the same metrics with different results -

Using the exact same metrics

First Reply Time - Business Minutes - AVG
Full Resolution Time - Business Minutes - AVG

Hello All,

My Dashboard has a First Reply Time and Full Resolution Time component.

MED First Reply time - Business - mins
MED Full Resolution Time - Business - mins

Recently I have been noticing that the First Reply Time metric has been exceeding the Full Resolution Time of our tickets - which is pretty confusing.

When I click on Exclude Filters for both, nothing is checked. Can someone recommend a fix?

Thank you Amie <3!!!!!!!!!!!!!

Reviewing the Event Log this is what I see.

Hello all,

I want Zendesk to automatically notify my manager when a client is 'At Risk' of cancellation.

The field I am attempting to use is a multi-select 'Reason for Contact' field. 

I set the conditions as follows:

Meet ALL of the following conditions 

Reason for Contact includes At- Risk

Status is Solved

Actions 

Notify Target - Add Internal Note To Ticket

"message to the manager about the client"

The issue is when I test and solve a ticket the trigger fires continuously/infinitely. This does make sense based on the conditions but I'm not sure how to set the conditions so the trigger only fires once.

Does anyone have any recommendations?

Much appreciated!

Agreed!

For chats, I think it's perfect the way it is but when it comes to responding to emails and reading through older emails first, it's quite tedious. Please move the Reply/Internal Comment Section back to the top.

I had to disable the Agent Workplace because it wasn't an efficient use of time. I hope to reintroduce it to our team once this change/feature request is implemented.