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Gerald J
Beigetreten 04. Mai 2022
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Letzte Aktivität 26. Sept. 2024
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Gerald J hat einen Kommentar hinterlassen
When reporting Group SLA, how do i separate or show the group / team who completed the ownership time? and not the current group the ticket is assigned to.
Kommentar anzeigen · Gepostet 30. Juli 2024 · Gerald J
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For Group SLA dataset, what attribute indicates the Ticket Group that fulfilled the ownership time and not the current ticket group of the ticket? Should the flow is assigning it back from the internal group to the customer facing group.
Kommentar anzeigen · Gepostet 30. Juli 2024 · Gerald J
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hi Zendesk, when can we expect this :D
Kommentar anzeigen · Gepostet 27. Juni 2024 · Gerald J
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Can the ticket sharing dropdown by controlled? like display when the ticket belongs to certain groups or forms?
Kommentar anzeigen · Gepostet 29. Apr. 2024 · Gerald J
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what is the correct agent group to use here? Ticket Group or Update Ticket Group? The goal is to see by group and by agent the number of tickets they have updated in a day
Kommentar anzeigen · Gepostet 23. Apr. 2024 · Gerald J
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We tried forcing our agents to use Home by removing some of the Views they have. The feedback was they prefer the View option where the ‘Play’ button is available. This let them work continously. It would be nice if ‘Play’ would also be available in the Home page. So for now, we enabled My Open Tickets view again.
Kommentar anzeigen · Gepostet 18. Apr. 2024 · Gerald J
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Following the Update Handling Time, it captures each update done a ticket (public comment, internal note, etc). Averaging this would return a lower number.
We need to capture the total time spent by each agent in a ticket and average them. I want to attribute to each agent/actor the time they spent on tickets they handled.
Kommentar anzeigen · Gepostet 13. Feb. 2024 · Gerald J
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Can I add multiple datasets on the same beta dashboard and apply multiple data restrictions? Like assignee email from Support, updater email from Update history, assignee name from Backlog?
When can we expect to see here the Agent state dateset?
Kommentar anzeigen · Gepostet 06. Feb. 2024 · Gerald J
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Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Explore was recently updated to show all dashboards to the admin. But it doesn't solve the problem of other users with permissions editing dashboards they shouldnt edit or update.
What problem do you see this solving? (1-2 sentences)
The team who manages dashboards would be able to stop others from editing or tampering with “official” or “connected” dashboards. They can still build their own but must not be allowed to make changes on the main dashboard.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This is an ongoing problem as we have people who make changes on our official dashboard (despite having DO NOT EDIT in the dashboard title). This is a problem given that we have multiple dashboards that use the same reports. One simple change affected all the other dashboards.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
I have to explicitly write as part of the title “DO NOT EDIT”
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
A user with explore building permissions can “restrict” a dashboard to be edited by other users (except for admins who can see and edit any dashboards).
This should also apply to the report.
Bearbeitet 11. Dez. 2023 · Gerald J
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The custom agent statuses doesnt adjust when a group filtered is applied which defeats the whole purpose of us using this configuration.
If we filter to group A, it shoud display who is online, who is not, who is lunch, or break.
Right now it shows all agents in the same custom status. We cannot even filter it by group.
Kommentar anzeigen · Gepostet 28. Nov. 2023 · Gerald J
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