Customer Experience Manager at Infinity Plus Two (Melbourne)

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  • Ticket volume and type break down

    I am creating a report to review my support team's performance in 2018. I've been asked to include a "Monthly Breakdown of 2018, so we can see how types + volume of tickets on a monthly basis". Thi...

  • Report for Open tickets vs new unassigned tickets

    Hi all Each day I check how many tickets an agent has Open (i.e Open Status + needs to be responded too) and how many New, unassigned, untouched tickets there are. Ideally, I'd like to have this in...

  • Auto assign tickets on first reply

    Hello,   I tried to set up a trigger that would auto-assign tickets to the agent who first responds with a public comment, as described once in a Zendesk post (it may have been this one but I swear...

  • Created vs solved trend line

    How can I create a report which shows the # of tickets created vs the number that have been solved in a line graph? I would like to replicate the exact report shown on the very first page of Insigh...