Leanne Britton
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Activity overview
Latest activity by Leanne Britton-
Leanne Britton created an article,
How can I receive notifications in Slack when a ticket is rated negatively?
Question How can I send notifications of negative CSAT tickets to Slack for visibility? Answer You can achieve this goal through a custom Slack app, Slack incoming webhook, Zendesk webhook, and tri...
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Leanne Britton created an article,
Service Incident - February 24th, 2022 - Explore | US Pods - Errors when loading queries and dashboards
SUMMARY On February 23, 2022 from 15:54 UTC to 19:06 UTC, some US customers may have experienced errors loading queries and dashboards when using Zendesk Explore. 20:51 UTC | 12:51 PT We are happ...
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Leanne Britton commented,
Hi Dean, At this time, we do not have the ability to report on the time in between the bot handoff and the agent's first reply. The closest available metric for this would be the Engagements First ...
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Leanne Britton commented,
Hi Liz! The best way to calculate the On Hold time for calls is by using one of the "Leg on-hold time" metrics in Zendesk Explore. Specifically, you can use the Leg on-hold time (sec), Leg on-hold ...
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Leanne Britton commented,
Hi Budi,The first response time feature for Social Messaging is not GA yet and is currently gated under a flag. I will create a ticket on your behalf so we can discuss your options if this has not...
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Leanne Britton created an article,
Explore recipe: Combining zero agent replies into the one reply bracket
This recipe shows you how to combine zero agent replies into the one agent reply bracket when using the Agent replies brackets attribute. What you'll need Skill level: Moderate Time Required: ...
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Leanne Britton commented,
Hi Sarah, If an agent is already on a call with another agent, then it is not possible to simultaneously place a call to an end-user directly from a ticket. Instead, the agent would either need to...