Fiona Witham
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Recent activity by Fiona Witham-
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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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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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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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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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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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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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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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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Is there a way to analyse comments by keyword either by manually tagging or having some kind of keyword/topic frequency report?
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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...