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Martin Kølbæk

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  • Discussion: should we stop considering tickets as solved?

    Hello fellow Zentients! As we know, only 4% of dissatisfied customers voice their opinions. Because of this, once we've addressed the initial issue, we like to end our responses with an invitation ...

  • One touch tickets by agent

    Answered

    Hi community,  I find one touch ticket to be one of the more undervalued support metrics, and want to build it into our performance KPIs. However, having looked around I haven't found any way to me...

  • Mandatory fields and conditions

    As a critical part of our CX process, we gather data about why people contact us. In practical terms: every agent fills out a mandatory custom field and its corresponding conditional field (e.g. Fr...

  • Filtering by exact words, not partial strings

    Answered

    When doing an Advanced search I can frame my word with quotation marks to ensure that it's only returning exact match tickets. This doesn't seem to be working when setting up a Ticket: Description....