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Mark Ferrer

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Latest activity by Mark Ferrer
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    Mark Ferrer created a post,

    SLA calculations versus messaging

    1. Community
    2. Zendesk Suite Q&A

    SLA times are calculated using customer comments and public replies .  e.g....... Next reply time is the time between the oldest unanswered customer comment and the next public comment from an ag...

    • Mark Ferrer
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