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James Beniston

Beigetreten 06. Jan. 2022

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Letzte Aktivität 23. Jan. 2025

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Community-KommentarZendesk AI EAP - Similar tickets

Pedro Cerqueira 
This would work in the near term, likewise an option to look at  tickets from the same product.

 

All of Sheldon points above would also be a great value add. 

Kommentar anzeigen · Gepostet 23. Sept. 2024 · James Beniston

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Community-KommentarZendesk AI EAP - Similar tickets

Is there any option or anything on the roadmap to enable to contain looking for similar tickets within brand?

We have several brands, most of which are quite different in their setup & operating processes. Right now it is not possible to see which brand the suggested "Similar ticket" is registered against without opening it, this then is another click or two. The ability to see this this with the brand logo on the intelligence panel or something would really help. Likewise to be able to limit the scope to ticket brand would also help.

Thanks!

Kommentar anzeigen · Gepostet 18. März 2024 · James Beniston

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Community-Kommentar Feedback - Reporting and analytics (Explore)

+1 for me

The ability to see on which days the CSAT survey was taken would be super useful...

Kommentar anzeigen · Gepostet 14. Feb. 2024 · James Beniston

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KommentarReporting for Talk

Thanks Rosie that is a great start...

Is it possible to see outbound duration per IVR queue or talk number?

Or is there information somewhere that explains how the outbound call flow is looking?

Kommentar anzeigen · Gepostet 01. Dez. 2023 · James Beniston

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KommentarReporting for Talk

I do not understand why but i cannot get a report on call duration that either includes or is specific only to outbound calls.

I have a daily report for all calls, one of the metrics there is Call Duration (Sum) but the numbers reported do not include outbound calls.

Have i missed something, doing something wrong?

Our agents make a lot of outbound calls so getting this time spent data is really important for me to track.

 

Kommentar anzeigen · Gepostet 29. Nov. 2023 · James Beniston

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KommentarWriting formulas

Thanks @..., i have what i need!

Kommentar anzeigen · Gepostet 14. Apr. 2022 · James Beniston

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KommentarAccounts and billing

We have the Enterprise Plus Suit plan along with unlimited brands. When making my first premium sandbox replication only 6 brands are replicated.

Is there a way to get all brands replicated or to at least be able to select which brands to replicate?

Kommentar anzeigen · Gepostet 11. Apr. 2022 · James Beniston

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KommentarUsing Built by Zendesk apps

Could this be used to hide selected support groups from being selectable in:

  • Guide
  • Chat
  • Web Widget

We are looking at creating groups to control views etc. that are not directly related to routing or  serving tickets and this looks like it could be a great help...

Kommentar anzeigen · Gepostet 08. Apr. 2022 · James Beniston

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KommentarWriting formulas

Hi Everyone,

I am trying to report on our onboarding efforts with customers, all the data on which is stored in Zendesk.

All of our onboarding process is handled via a single ticket per organization. I would like to count all of these tickets, i assume this could be done via creating a new standard calculated metric?

Something like: COUNT(Tickets)[Ticket form]="Customer Onboarding"  

This one does not compute, i must be missing something...

What I would like to do then is slice the data on standard calculated attributes to say that:

  • xx% of all onboarding tickets either receiving an onboarding call // refusing an onboarding call 
  • or xx% of tickets did not hit time to value

I feel like i need the metric first an the rest will flow into place.

Any input on this would be awesome!

Cheers

James

 

Kommentar anzeigen · Gepostet 28. März 2022 · James Beniston

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KommentarGlobal security and user access

Hi,

What are the parameters on which this would be activated or available to be instigated?

Assume this covers us where something happens on the server location or a natural disaster etc. Would we be covered or able to use this feature if we ourselves did something that upset or caused data outage in our Zendesk environment?

 

Thanks

James

Kommentar anzeigen · Gepostet 24. Feb. 2022 · James Beniston

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