Ben
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Latest activity by Ben-
Ben commented,
Hi Stephen, You are right! No one likes repeating themselves (especially me!). Let me offer my sincere apology for the experience. Our approach here is ripe for a more streamlined and effortless a...
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Ben commented,
This newly announced feature might also allow you to add more customized experiences to your user base thereby incentivizing their logging in to your Help Center for a rich relationship/support exp...
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Ben commented,
You might consider offering best practice content (like our Tip of the Week series), specific communities (think Amazon's Developer Community), and other benefits like a First Reply Time commitment...
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Ben commented,
It seems like the language of these emails might be known, universal, and predictable. Maybe creating a trigger based on the conditions of that string can add a tag like "paypal_silent". Then you...
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Ben commented,
Brent, I know exactly where you are coming from with this question! Let me take a step back. The Zendesk ticket assignment strategy was built to promote accountability. This design has some ramif...
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Ben commented,
Hi Brent, This is my favorite question! First, we examine global metrics for the week. Our goals require us to answer three fundamental questions: Are we solving as many tickets or more than wer...
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Ben created an article,
How can I track problem and incident tickets?
Question How can I track problem and incident tickets? Answer In Zendesk Support, an Incident is any issue that is a symptom of a larger problem. And Problem tickets are larger issues that typicall...