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Noly Maron Unson
Joined Nov 23, 2021
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Last activity Oct 29, 2024
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Latest activity by Noly Maron Unson
Noly Maron Unson commented,
Hi Natasha.
You can customize your CSAT automation to include the "Hours since created" condition like the one below:
In the above sample, the automation will only fire for tickets created for less than 1 year (1year = 8766 hrs).
Hope this helps.
View comment · Posted Apr 19, 2024 · Noly Maron Unson
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Noly Maron Unson commented,
Hi Lou,
I've gone ahead and created a ticket for you so that we can have this checked. Please check your email for my message and reply so that we can start troubleshooting.
Thank you.
View comment · Posted Mar 19, 2024 · Noly Maron Unson
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Noly Maron Unson commented,
Hi John,
You can add filter to the report like Ticket status (to filter the Solved/Closed tickets), Tickets created - date and Assignee name. This will make it that the random tickets that will appear will still adhere to the filter you have set.
Hope this helps.
View comment · Posted Mar 18, 2024 · Noly Maron Unson
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Noly Maron Unson commented,
Hi Gouthami,
This is not natively possible but there is a Zendesk developed app that can be used to achieve this. The app is called Ticket Field Manager. There is an option in this app to make certain fields a read-only field. You can check the article Installing and using the Ticket Field Manager app for more info.
Hope this helps.
View comment · Posted Mar 18, 2024 · Noly Maron Unson
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Noly Maron Unson commented,
Hi Daniel,
You can use the formula below to create a Standard calculated attribute
IF (VALUE(First reply time (min)) <= 60)
THEN "0-1 hrs"
ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*8)
THEN "1-8 hrs"
ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*24)
THEN "8-24 hrs"
ELIF (VALUE(First reply time (min)) > 60*24 AND VALUE(First reply time (min)) <= 60*48)
THEN "24 - 48 hrs"
ELIF (VALUE(First reply time (min)) > 60*48 AND VALUE(First reply time (min)) <= 60*72)
THEN "48 - 72 hrs"
ELIF (VALUE(First reply time (min)) > 60*72)
THEN ">72 hrs"
ELSE " No replies"
ENDIF
Hope this helps.
View comment · Posted Mar 18, 2024 · Noly Maron Unson
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Noly Maron Unson commented,
Hi Alison.
Yes. It will be based on tickets submitted by the same requester two weeks before and after the current ticket being viewed by the agent was created.
Hope this helps.
View comment · Posted Mar 14, 2024 · Noly Maron Unson
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Noly Maron Unson commented,
Hi Kris and Sydney.
I've created support tickets in your behalf in order to discuss this further. Please check your email for my message.
Thank you.
View comment · Posted Jan 09, 2024 · Noly Maron Unson
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Noly Maron Unson commented,
Hi MineralTree,
What you're looking for is the Metric Filter. You can use this to show only the values for 1 and remove the ones with 0.
Hope this helps.
View comment · Posted Dec 18, 2023 · Noly Maron Unson
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Noly Maron Unson commented,
Hi Viorel,
I'm going to create a ticket so that we can discuss this further. Please check your email for my message.
Thank you.
View comment · Posted Dec 14, 2023 · Noly Maron Unson
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Noly Maron Unson commented,
Hi Viorel,
This is possible since we do have the condition "Ticket: Hours since created" condition for automation. Depending on the other criteria you want, I can try to create a draft for you.
View comment · Posted Dec 14, 2023 · Noly Maron Unson
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