Kate Horner

We want to start using CSAT but would like to see if there is a way that CSAT will only get sent out if the agent selects a specific Custom Field. The reason for this is to prevent users from creating a duplicate ticket just to submit another survey and also prevent surveys from going out too often to the same user when we have someone who writes in several times a week.

I'm not sure if this would be a trigger or possibly another feature that I am not aware of.  

Thank you!

I am trying to have this look slightly different but can't figure out the recipe for the custom metric. I would like to break the hours down more:

• No replies
• 0-1 hrs
• 1-4 hrs
• 4-8 hrs
• 8-16 hrs
• 16-24 hrs
• >24 hrs

Hailey Gould I would start a ticket with support to have them remote in then to see what is happening in the report. That is odd that it won't show. Sorry I couldn't be of more help!

Hailey Gould I changed the order of my rows to have my Ticket ID's appear after the ticket solved date. 📌I had to use the scroll bar to go all the way over before to see the ticket ID. By changing the order of it in the rows it bumped it two the second column for easy visibility. 
For Metrics I have

• COUNT (Tickets) - COUNT
• COUNT (Surveyed satisfaction tickets) - COUNT

Rows

• Ticket Solved - Date
• Ticket ID
• Ticket satisfaction rating
• Ticket Satisfaction comment
• Usually, I have the Assignee name in here; I just removed it for privacy for the picture's sake. 

Hailey Gould Try changing the filter at the top to "Ticket Solved - Date"
What do you have in your Metrics and rows?

Hailey Gould Try it this way

Zendesk Zendesk Team Zendesk Devs
An ETA would be great. This bot creates a horrible experience for the end user. It needs to have:

• Go back a step
• Go back to the beginning
• Search the entire help center
• They need to be able to close out that search, especially when they submit a request. It should not stay open and prevent them from doing new searches to help themselves.

This is basic bot stuff. We pay a lot for a feature that is not functional. To spend thousands more for a functional product is disappointing. Zendesk promotes trying to help people be the best in Customer Service but is failing to provide us with the tools to do this and are not listening to their own customer's needs. 

I have been working with my agents to make sure they are reviewing/responding and closing out their open tickets but it has been a struggle. I don't have time to review everyone's tickets and want a way to have something either alert myself or another manager that this ticket has been left open after XX amount of days and needs action. 

Ideally, it would notify via email that ticket 12345 has been open since XX date/days with no reply. 

@Riah Lao https://support.zendesk.com/hc/en-us/articles/4408844187034/comments/5110729427354
If you toggle back to private, the message would still be there and you could copy paste but it won't automatically. I noticed that too. You can edit your macro though to be set for public comment.

Just add an action to your macro.