Paul Schneider

Is there a way if an message/email is generated outside business hours, that it stays in a queue, and doesn't send that email until the business hours start?

For example, if our business hours are 8am-6pm EST, and an agent responds to a Zendesk ticket at 7am, is there a way for that response email to "queue" (not send) until 8am?

My organization and I are also experiencing a significant influx of "false negative" ratings since late October.  It has gotten so bad that I've had to start:

• Manually going through each ticket that was rated
• Review all internal and external notes
• Discern if it's truly meant to be negative
• If more info is needed, additional touch points with the customer
• Then I manually record the "true" Good, Bad, Bad to Good ratings and then try to come up with what the CSat should be

Based upon our volume of tickets each day and month, it's very time consuming to do through every ticket manually.  Because CSat is a huge metric for us, I don't have any alternative options at the moment and have started researching other tools.

We too would love this - it's a big problem for us based upon a new feature/product that we've acquired.