Heather Rommel
Zendesk manager specializing in custom triggers, automations, macros, Guide, KPI reports and best practices. www.zenmasteradmin.com. @zenmasteradmin
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Neueste Aktivität von Heather Rommel-
Heather Rommel hat einen Kommentar hinterlassen
Oscar Maynard Thanks for circling back and letting us know it worked!
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Heather Rommel hat einen Kommentar hinterlassen
Hi Oscar Maynard I think it's colliding even though you have "Visitor served" is false. You can try moving the "still on site" above Visitor served = false. And you might want to add a condition ...
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Heather Rommel hat einen Kommentar hinterlassen
Hi Megan Lalock, I agree the due date and functionality around it can be improved. Hopefully Zendesk will do that soon! In the meantime, I would include due dates that are for yesterday, today and ...
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Heather Rommel hat einen Kommentar hinterlassen
Hi Quinn Fox, There might be something off with permissions on the macro creating/editing. Check with your Zendesk Administrator to make sure you have edit macros in your role and give them the lin...
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Heather Rommel hat einen Kommentar hinterlassen
Hi yaron, If your outsourced Tier 1 people are Agents in your Zendesk, you can easily set that up. Route all new tickets to a group you use for Tier 1 Have your Outsourced people take the ticket a...
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Heather Rommel hat einen Kommentar hinterlassen
Hi Felicia Reid, Yes! Just add the placeholder into your Solved ticket trigger. I recommend turning off the automation if you do that so the customer doesn't get asked twice...unless you want it t...
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Heather Rommel hat einen Kommentar hinterlassen
Hi Peder, Yes it is! Or you can exclude them by adding a tag and then excluding that tag from the automation.
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Heather Rommel hat einen Kommentar hinterlassen
Hi Vovwe Muoghereh, What's happening here is you're looking at a snapshot in time (9/17-12/15). You have 827 solved tickets in that timeframe and 7 that are unsolved. This wouldn't be expected to m...
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Heather Rommel hat einen Kommentar hinterlassen
As a full time Zendesk Administrator, I need to make sure my changes are working as expected. One of the best ways to test is to look at my changes from the end users' perspectives. This way I can ...
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Heather Rommel hat einen Kommentar hinterlassen
Hi Vanessa, We ran into the same thing! I don't have the magic answer on how to make Zendesk separate each call from a withheld number. But from an Agent cleanup perspective, what we've done is ren...