Views - should differentiate public response dates vs internal note dates
When creating a view to identify tickets which have not been updated in the last X days, there doesn't seem to be any way to differentiate between public responses and internal notes.
I want to see which tickets my team has not replied to the customer on within the last 15 days, so I can escalate them, but as the view function cannot seem to differentiate internal notes from public responses, if the agents in my team post an internal note, it counts as having been updated within the period and so does not show on the view. We often have long duration tickets and I need to identify those that have gone 'stale' before the customer gets annoyed and calls me about it to complain about my team.
(I am using the 'Hours Since Update' condition - have also tried 'Hours since Assignee update and 'Hours since Requester Update' - It's possible there's some other way to achieve this that I have just not found yet.)
Any help greatly appreciated - thanks
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Hi David,
If your plan is on Professional or above, you may want to set up SLAs - they can be used to prioritize agent views, and also alert you of impending breaches.
Edit: Here is an article about setting up SLAs you may find helpful.
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Thanks Jacob - I'll give that a try - looks promising
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If that does not work for you, let me know!
There is a way to create a process with the combination of triggers and automations, but that slightly depends on other workflow processes inside of Zendesk.
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Hi Jalle van Goor den Oosterlingh | RealConnections NL,
I'm interested how you would make that work. Are you using an external target to set a time and day specific tag? Do you put the current time in a text field?
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Hi Fabio,
I reached out to some of our team internally and we were unable to find a clean way to make this one work. We will definitely leave the conversation open so Jalle can share their custom workaround however.
Thanks!
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