Riah Lao

Hi,

Can these limitations be addressed in the roadmap soon?

• Approvals can be assigned to just one person for now (instead of a group)
• Approvals can only be managed (approved/rejected) via an email
• There were no notifications inside Zendesk that a request was approved in the test ticket, but an email was indeed received. However, this part can be resolved with a trigger.
• No template to add for approvals. Approver need to open the ticket and review it one by one.
• There is no "Approval View" to check all requests with approvals.

Thanks!

Hi,

1. When will this be available outside signed-in end users? 

2. When will the quick answers results be available via API?

Is it possible to retrieve the KB quick answer result via API?

What API can we use to retrieve the Quick Answer result section for KB search?

Hi,

Zendesk's current metrics, "First Reply Time" and "Requester Wait Time," provide a limited view of total customer wait time.

• First Reply Time only considers tickets that have received a reply, excluding those still pending.
• Requester Wait Time is calculated only after a ticket transitions out of "New," "Open," or "On-hold" status, potentially missing long wait times for unresolved tickets.

This limitation hinders our ability to accurately measure and improve overall customer wait times.

Are there any native Zendesk features or workarounds to track more accurate measure of total customer wait time, encompassing both First Reply Time and the time spent waiting for an initial response. Have other Zendesk users encountered this issue and found effective solutions?

Is it in your roadmap for AI to summarize overall contacts (not just on ticket level) and not just by grouping intents?

Example:

“User are frustrated with delayed delivery issues. xxxxxxx”

Subtopics:

80% users are experiencing xxxxxx

20% users are exeperiencing xxxxxx

Hi,

Our agents reported that the notifications do not work when we had auto accept enabled. They have notifications enabled already.

Hi Amy Dee ,

Thanks for the quick response! If both tickets show 2h, with one as round down and one as round up, will the system sort them correctly based on actual time left/passed?

Hi Amy Dee 

Just want to clarify something regarding what you mentioned on SLA badge rounding up: "SLA badges round their numbers to hours (or days) when the target is far enough away. This means two tickets could both have a "2 business hours" badge, but one is due Friday at 4:50pm while the other is due Monday at 9:10am. Agents should prioritize the Friday ticket, but they need an easy way to know which is which."

Our FRT SLA is set to 3hrs. We have 2 tickets and SLA shows as:

Ticket#1: Received 40mins ago and FRT Next SLA badge is displayed as 2h (2h 20min to be exact but shows as 2h)

Ticket#2: Received 20mins ago and FRT Next SLA badge is displayed as 3h (2h 40min to be exact but shows as 3h)

How does the system round the SLA to be displayed?

Thanks!

Hi, does {{ticket.description}}  includes the customer's attachment?