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Ola Timpson

Joined Apr 15, 2021

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Last activity May 06, 2024

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ACTIVITY OVERVIEW

Latest activity by Ola Timpson

Ola Timpson commented,

Community commentZendesk EAP - High Volume API Usage Dashboard

Sean Newton Even if it's refreshed daily, why is it always a day behind? Yesterday's data always shows empty. For example, right now in our account time it's 9:24 on 5 April, but the last refresh is 00:59 on 3 April. So I can't see anything that's happened in the last 2 days.

View comment · Posted Apr 05, 2024 · Ola Timpson

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Ola Timpson commented,

CommentBusiness rules

Hi Sydney Neubauer - you could use a trigger to tag tickets that have the string you're looking for in a comment, and then have an automation run based on the tag.

View comment · Posted Feb 16, 2024 · Ola Timpson

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Ola Timpson commented,

Community comment Discussion - Success with Zendesk

Make sure your bot is helping and not just suggesting articles. If it gives the answer in the conversation flow and links to an article with more info then the customer is far more likely to take the answer on board (clicking an article is effort!).

Maybe ask for the customer's name earlier in the flow, rather than as part of the handover, so they're more likely to give their actual name. Also look at the wording you're using in the handover options.

View comment · Posted Feb 14, 2024 · Ola Timpson

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Ola Timpson commented,

CommentRouting

Stephen - I think you could do a trigger along the lines of "Current User is Agent" and "Assignee is changed" to get what you need

View comment · Posted Feb 02, 2024 · Ola Timpson

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Ola Timpson commented,

CommentRouting

I'd agree on treating messaging tickets as emails once they've switched over. I'd also like the same for phone calls. Most of our incoming phone call tickets are not solved during the call, and so need to be assigned to an appropriately skilled engineer once the phone message has been taken.

View comment · Posted Jan 25, 2024 · Ola Timpson

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Ola Timpson created a post,

PostZendesk EAP - High Volume API Usage Dashboard

According to the tooltip, data is refreshed every hour. However what I'm seeing is that it is refreshing at the end of the day, with a day's delay.

This is what I saw yesterday (23rd):

And today (24th):

This behaviour also means that the default filtered view for 'Yesterday' is blank for me.

What is the expected behaviour here?

Posted Jan 24, 2024 · Ola Timpson

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Ola Timpson created a post,

PostZendesk EAP - High Volume API Usage Dashboard

It's really useful being able to see which users have the highest usage, and which endpoints have the highest usage. But it would be more useful to be able to drill down a combination of the two. So which user/endpoint has the highest usage.

We have a couple of outliers of endpoints with significantly higher usage, and being able to drill down the data like this would help us work out which integration or connection is the cause.

Posted Jan 23, 2024 · Ola Timpson

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Ola Timpson commented,

CommentRouting

We have the same need as Robert Elliott - complex issues are not solved just because the call has ended, so we need them to be treated like email tickets in the routing.

View comment · Posted Dec 12, 2023 · Ola Timpson

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Ola Timpson commented,

Community comment Feedback - Ticketing system (Support)

We have over 20 brands, so going into each guide admin to check if there are articles that need reviewing isn't practical. We need to be able to get this programmatically.

View comment · Posted Nov 01, 2023 · Ola Timpson

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Ola Timpson commented,

Community comment Feedback - Help Center (Guide)

I know there is a webhook now for published articles, but when will we get one for an article awaiting review?

View comment · Posted Nov 01, 2023 · Ola Timpson

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