Cheeny Aban

1. Explore
2. ...
3. Customizing reports
4. Sorting results

Hi Jake, We have created a ticket for you and one of our members from Advocacy will reach out to you via email to further discuss your inquiry with regard to sorting results

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• Cheeny Aban
• Created February 02, 2023 19:50
• 0 votes

1. Guide
2. ...
3. Using themes and customizing your Help Center
4. Managing search filters

Hi Heather!Thank you for reporting. We'll make sure to have it updated! 

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• Cheeny Aban
• Created February 02, 2023 17:19
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Ticket routing based on the suffix of requester email

Hi Pete!As of the moment, there is no available condition to use suffixes for ticket routing. Nonetheless, we appreciate your feedback and suggestions that you post on the feedback section of the c...

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• Cheeny Aban
• Edited February 02, 2023 17:13
• 1 vote

1. Support
2. ...
3. General questions and issues about tickets
4. My agent automatically gets assigned more tickets than their capacity allows

Hi Kat, I can see that a colleague is already helping you with regard to your inquiry about ticket routing. Rest assured that we'll do our best to help troubleshoot this issue!

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• Cheeny Aban
• Created January 26, 2023 14:39
• 0 votes

1. Agent guide
2. Ticket basics
3. Understanding when email replies become public or private comments

Hi Sara, Thank you for bringing this to our attention. I can see that a colleague is already helping you with this concern. Rest assured that we'll do our best to help you with regard to this conce...

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• Cheeny Aban
• Created January 26, 2023 14:33
• 0 votes

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Analyzing your knowledge base activity with Explore

Hi Kelsey, The current dataset only provides the net votes (average of upvotes and downvotes) and calculating them separately is not yet possible. Nonetheless, you can fetch the upvotes and downvot...

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• Cheeny Aban
• Created January 25, 2023 15:01
• 0 votes

1. Support
2. ...
3. Tickets
4. Creating capacity rules to balance agent workloads

Hi Alexander, Yes, that is right. Only Admins are allowed to configure capacity rules for agents. 

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• Cheeny Aban
• Created January 25, 2023 14:25
• 1 vote

1. People
2. ...
3. Team members and groups
4. Managing agent seats for Support

Hi Sergey, It would depend on your use case, I suggest that you initiate a conversation with our Sales Team to further discuss and check how many seats are really necessary. 

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• Cheeny Aban
• Edited January 25, 2023 14:21
• 0 votes

1. Support
2. ...
3. Best practices and recipes
4. Best practices for removing agents

Hi Marcone, Unfortunately, there is no option yet to automatically downgrade suspended users. You will need to downgrade them from your Zendesk account to let go of the agent seats. 

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• Cheeny Aban
• Created January 03, 2023 14:33
• 0 votes

1. Guide
2. Getting started with Guide
3. Getting started with Guide for your help center: Setting up

Hi Charlotte,I created a ticket on your behalf and will send you an email to further troubleshoot your inquiry. 

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• Cheeny Aban
• Created November 27, 2022 20:29
• 0 votes