Amy Dee

1. Chat
2. ...
3. Social messaging
4. Sending automatic responses to social messages

Hi RD-Joyce! At this time, Support ticket triggers don't fire within a live messaging conversation. You wouldn't be able to fire a ticket trigger based on the autoresponder's text. You should be ab...

• Kommentar anzeigen
• Amy Dee
• Erstellt 8. April 2021 22:52
• 0 Stimmen

1. Community
2. Support Q&A
3. Allow light agents to use agent forwarding

Hi Daniel! The reason is called out in our article on forwarding email: Note: This feature is available for agents, but not light agents. Light agents are excluded because it involves making a pub...

• Kommentar anzeigen
• Amy Dee
• Erstellt 22. März 2021 22:04
• 0 Stimmen

1. Support
2. ...
3. Business rules
4. How do I edit the automatic response sent to someone who submits a ticket?

Hi ETURCOTTE! The automatic response is sent by triggers. That means you can control what gets included in the email notification. The default Notify requester of received request trigger only has...

• Kommentar anzeigen
• Amy Dee
• Erstellt 17. März 2021 16:24
• 0 Stimmen

1. Support
2. ...
3. Reporting
4. Understanding ticket reply time

Hi Lou! The native first reply time metric always starts at ticket creation, and it always stops at the first public agent comment after that. It doesn't matter what the end-user does between those...

• Kommentar anzeigen
• Amy Dee
• Erstellt 30. November 2020 23:38
• 0 Stimmen

1. Support
2. ...
3. Reporting
4. Understanding ticket reply time

Hi Mateusz! The native first reply time metric is designed to be universal and consistent for analytics. It always behaves the same way, so the results are predictable. That makes benchmarks and hi...

• Kommentar anzeigen
• Amy Dee
• Erstellt 14. November 2020 00:03
• 0 Stimmen

1. Support
2. ...
3. Reporting
4. Exporting data to a JSON, CSV, or XML file

Hi Jeff! You should be able to export the full list of organizations in JSON format. If you clear both date fields, it should include everything from the beginning of the account. The only exceptio...

• Kommentar anzeigen
• Amy Dee
• Erstellt 13. November 2020 00:30
• 0 Stimmen

1. Support
2. ...
3. Reporting
4. Understanding ticket reply time

Hi Richard! This article is primarily about the native first reply time metric. The metric is recorded with the ticket data in calendar and business hours, regardless of whether an account has SLAs...

• Kommentar anzeigen
• Amy Dee
• Erstellt 24. September 2020 17:45
• 0 Stimmen

1. Support
2. ...
3. Reporting
4. Understanding ticket reply time

Hi Jody! For business hours metrics, Zendesk checks the schedule at the time of the relevant update, then calculates the metric accordingly. It doesn't maintain a live timer.  For your example, it ...

• Kommentar anzeigen
• Amy Dee
• Erstellt 31. Juli 2020 22:26
• 0 Stimmen

1. Support
2. ...
3. Reporting and performance
4. [Insights] What is the difference between # Solved Tickets and # Tickets Solved?

Hi Ofir! These metrics live in separate datasets in Explore, so you won't see them side by side. In the Tickets dataset, you'll find the "Solved Tickets" metric. It counts tickets in solved or clo...

• Kommentar anzeigen
• Amy Dee
• Erstellt 5. Mai 2020 22:30
• 0 Stimmen

1. Support
2. ...
3. Reporting
4. Understanding ticket reply time

Hi Sy! Merged tickets are still counted separately for all calculations and metrics. Zendesk doesn't combine the backend data or remove the merging ticket from the API.  For your example, ticket B ...

• Kommentar anzeigen
• Amy Dee
• Erstellt 30. Januar 2020 16:44
• 2 Stimmen