Allen Lai | Head of CX at Otter.ai
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Recent activity by Allen Lai | Head of CX at Otter.ai-
Show an "Unassigned" view for tickets that are not within a view
I'm always worried that a set of tickets that are ungrouped may be lost in the system. Today, I came across an extremely old ticket that wasn't visible in any of our views. It would be really helpf...
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Macro Improve: Inserting text placeholder objects for internal and public comments
We sometimes add placeholders to a public macro that agents need to replace with additional data or use as notes before submitting. At times, agents are moving so quickly that they may forget to up...
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How do I calculate the number of business days in a month?
I'm trying to create a Standard calculated metric that will return the number of business days in a given month. For example, there were 23 business days in March and 20 business days in April. Tha...
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Looking for help on workforce planning in a tiered structure.
AnsweredI'm trying to come up with a formulaic way to determine how many Tier 1, 2, and 3 agents we need, based on the number of tickets created each month. I've been banging my head because of many variab...
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How to build a self-service widget to allow end-users to request a refund from Stripe via the Help Center?
AnsweredWhen an end-user is on our Help Center and submitting a support request via the web form or widget, I'd like the web form to enable end-users to perform specific self-service actions, such as reque...
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Best practices for discontinuing email as a support channel
AnsweredInstead of sending an email, we're embarking on a big push for customers only to create tickets via the Zendesk web form. I'm thinking of discontinuing email support, but I want to make sure I'm co...
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Insert annotations or labels to charts for reference
We're an early-stage startup, so we're constantly making updates, launching new features, running marketing campaigns, and may occasionally have service issues that impact our metrics (e.g., a spik...
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Can Explore calculate by an agent's business hours?
When reviewing certain metrics and SLAs with agents, depending on where they are located, their numbers will be much higher/lower and I'm wondering if there's a way to set business hours by agent. ...
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End-users signing in using our company login credentials
AnsweredWe don't want our customers to have/manage a separate login to submit and view their tickets via Zendesk. Instead, we want to require customers to sign in and authenticate to their account with us....
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How to show agent activity by the ticket status at the time it was updated?
In order to help me with headcount planning, I'd like to know how many new vs open tickets each agent is responding to per day at the time the public comment was made. Unfortunately, I don't see an...