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Judy Correia

Beigetreten 16. Okt. 2021

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Letzte Aktivität 21. Jan. 2025

Zendesk Luminary

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KommentarTicket automation and collaboration

Kommentar anzeigen · Gepostet 21. Jan. 2025 · Judy Correia

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Community-Kommentar Feedback - Chat and Messaging (Chat)

Not sure why this ticket is set to “awaiting your reply”, I haven't gotten a response to my original comment.

Kommentar anzeigen · Gepostet 21. Jan. 2025 · Judy Correia

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KommentarService Level Agreements (SLA), macros, and CSAT

If a ticket moves between groups with different business hours (for example ticket came in assigned to Americas Group based on an organisations default group, but the ticket ends up being assigned to an agent in Europe Group) do business hours applied adjust to reflect Europe business hours vs America business hours?

 

What happens if agents in both groups are assigned to the same ticket over a period of time, how do business hours apply? Does it take into account the movement between groups?

Kommentar anzeigen · Gepostet 16. Jan. 2025 · Judy Correia

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Community-Kommentar Feedback - Help Center (Guide)

Would be helpful to add a disclaimer on login for example to advise customer to not provide PII.

Kommentar anzeigen · Gepostet 15. Jan. 2025 · Judy Correia

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KommentarSetting up Agent Workspace

It appears users cannot create content from Knowledge if Turn on Knowledge is selected but knowledge articles is not selected under select content sources. Is there a way around this?

Kommentar anzeigen · Gepostet 11. Dez. 2024 · Judy Correia

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KommentarEnd users and organizations

Following up on Jan 3 2022 comment (Is there a way to automatically assign a group to a new organization?) and Jan 4 2022 update (I want to update the group on the organization record when the organization is created which needs to happen before the ticket is created). We have a similar need to A) update group automatically on org creation and B) updating existing org group (we recently made a change to our structure and need to update hundreds of orgs). Can this be done by bulk import?

Kommentar anzeigen · Gepostet 10. Okt. 2024 · Judy Correia

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Community-Kommentar Q&A - Reporting and analytics

The above does not take into account weekends for those who do not operate a 24hr support team i.e. business days are only Mon-Fri, calculation should not take into account Sat and Sun. 

Kommentar anzeigen · Gepostet 09. Okt. 2024 · Judy Correia

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Community-Kommentar Feedback - Chat and Messaging (Chat)

We had a suspended user create a ticket. This seems odd as we would expect a suspended user to be prevented for A) logging in and B) logging a ticket.

Kommentar anzeigen · Gepostet 26. Sept. 2024 · Judy Correia

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Definitely very frustrating and confusing. This post is from 2021 and the feature is still available and does not function as expected. You have to create a calculated attribute exclude tickets with one or more specific tags in a report and then filter based on a true/false option. This makes absolutely on sense whatsoever. A simple filter to exclude tickets with tag X should simply work based on basic filter functionality. 

Kommentar anzeigen · Gepostet 04. Sept. 2024 · Judy Correia

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Community-Kommentar Q&A - Reporting and analytics

Hi - what I'm looking for is how to export a list of reports, not exporting one or more reports. Essentially want to get a list in Excel or some other type of table of all the reports listed in Explore. 

Kommentar anzeigen · Gepostet 16. Mai 2024 · Judy Correia

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