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Ilya Gook
Joined Apr 16, 2021
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Last activity Jan 20, 2025
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Latest activity by Ilya Gook
Ilya Gook commented,
I usually refer to this article, even though it's several years old already. My experience and common sense also confirm that B2B business need to set the goal to reply no later than in 24 hrs via email (except for weekends) and strive to reply to 90% of chats in 30 seconds.
Zendesk allows you to set more granular targets, at least for tickets, so I'd also recommend adding separate SLA policies for upper-tier customers with quicker targets (up to several hours, if your team's capacity permits)
View comment · Posted May 29, 2024 · Ilya Gook
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Ilya Gook commented,
Advanced AI add-on article is not accessible for some reason Aimee Spanier
View comment · Posted May 10, 2023 · Ilya Gook
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Ilya Gook commented,
@... seconding the last comments from Zach: this "Make email comments from CCed end users public" setting is not new, and it's not a proper fix for the problem, more of a temporary workaround. It's explicitly said "not recommended" as one risks exposing comments from end-users who might send them in reply-to mode intentionally
View comment · Posted Oct 14, 2021 · Ilya Gook
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Ilya Gook commented,
@... will the CCs and followers – Tickets replied to by a CC get no SLA issue be addressed as well?
View comment · Posted Oct 12, 2021 · Ilya Gook
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Ilya Gook commented,
BTW this is the best workaround we've managed to find so far: Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied
View comment · Posted Sep 21, 2021 · Ilya Gook
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Ilya Gook commented,
+1, honestly, treating such comments as internal notes and not public comments looks like a real crutch to me
View comment · Posted Feb 10, 2021 · Ilya Gook
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