Fiona Witham

1. Community
2. Feedback - Help Center (Guide)
3. Content Cue

I would also like to disable it. Sometimes it adds tags to a ticket after an agent has done an action (not as part of the same action) and this then affects some of our automations and triggers and...

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• Fiona Witham
• Created April 08, 2022 20:18
• 1 vote

1. Objects and rules
2. ...
3. Business rules
4. Setting your schedule with business hours and holidays

On some holidays we will work reduced hours (e.g. only 9-5 instead of 7-7). Is there a way to set this up? Right now, looks like we either have to flag it as a holiday or be penalised for the hours...

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• Fiona Witham
• Created January 19, 2022 22:36
• 0 votes

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Breaking down tickets created by time period

Thanks, Gabriel. I was hoping there was an easier way to identify tickets created during holidays vs those created during other days, rather than manually selecting the date we had each holiday. Si...

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• Fiona Witham
• Created November 05, 2021 20:14
• 0 votes

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Breaking down tickets created by time period

Hi - I'm looking for a recipe to see what is the first reply time when a ticket is created during a scheduled holiday. We have our holidays in the Support Schedule so I want to see how the FRT comp...

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• Fiona Witham
• Created November 04, 2021 16:42
• 0 votes

1. Apps and integrations
2. ...
3. Using Built by Zendesk apps
4. Installing and Using the Five Most Recent app

Thanks for making this quick fix, Chris! Much appreciated. Looking forward to disabling the other two views all together in the future. 

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• Fiona Witham
• Created July 29, 2021 21:41
• 0 votes

1. Apps and integrations
2. ...
3. Using Built by Zendesk apps
4. Installing and Using the Five Most Recent app

Until yesterday, this worked great. Today, it has the three options: tickets, users, organizations. The last two are irrelevant for my business and we only want to see tickets by default without ha...

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• Fiona Witham
• Created July 29, 2021 16:33
• 1 vote

1. Objects and rules
2. ...
3. Business rules
4. Setting your schedule with business hours and holidays

Thanks for your quick reply, @.... I see what you mean about the SLA being customer-facing as opposed to a way of measuring agent performance. Thanks!

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• Fiona Witham
• Created July 13, 2021 23:28
• 0 votes

1. Objects and rules
2. ...
3. Business rules
4. Setting your schedule with business hours and holidays

I have agents on different schedules but our business hours are set separately (so an agent might work 9-5 but we are open for longer than that). How can I make it so that the SLA doesn't penalize ...

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• Fiona Witham
• Created July 13, 2021 22:49
• 0 votes

1. Support
2. ...
3. Measuring success
4. Understanding ticket reply time

We have the agent workspace activated in Support so that chats are dealt with through Support too. Does this metric include or exclude chat tickets? I'm thinking they would skew the data since chat...

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• Fiona Witham
• Created March 10, 2021 22:39
• 0 votes

1. Community
2. Feedback - Help Center (Guide)
3. Allow articles to be posted to multiple sections

+1 would be great to have more flexibility to have sections show up in multiple places so the customer can easily find the info they need where it might be relevant

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• Fiona Witham
• Created December 16, 2020 22:07
• 2 votes