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Riah Lao

Joined Apr 16, 2021

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Last activity Feb 11, 2025

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ACTIVITY OVERVIEW

Latest activity by Riah Lao

Riah Lao commented,

CommentEnd-user guide for Help Center

Hi,

 

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

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

View comment · Posted Feb 03, 2025 · Riah Lao

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Riah Lao commented,

CommentTicket automation and collaboration

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

View comment · Posted Jan 23, 2025 · Riah Lao

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Riah Lao commented,

CommentExtending Zendesk

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

View comment · Posted Jan 23, 2025 · Riah Lao

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Riah Lao commented,

CommentBuilding reports

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?

View comment · Posted Nov 04, 2024 · Riah Lao

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Riah Lao commented,

CommentViewing and using dashboards

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

View comment · Posted Oct 24, 2024 · Riah Lao

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Riah Lao commented,

CommentAdditional ticket channels

Hi,

 

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

View comment · Posted May 02, 2024 · Riah Lao

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Riah Lao commented,

Community comment Feedback - Ticketing system (Support)

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?

View comment · Posted May 01, 2024 · Riah Lao

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Riah Lao commented,

Community comment Feedback - Ticketing system (Support)

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!

View comment · Posted May 01, 2024 · Riah Lao

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Riah Lao commented,

CommentBusiness rules

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

View comment · Posted Mar 01, 2024 · Riah Lao

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Riah Lao commented,

CommentCustomer service best practices and recipes

Hi,

Thanks for your inputs Sydney Neubauer. We actually did not use the trigger anymore as we changed requirements. Instead of checking for ticket group, we want to fire it only for top agent performers so we used the agent organization field instead (as a workaround) to identify that:

We moved the if condition from the email notify trigger to the DC instead. However, if we check for agent.organization == "XYZ", it does not work. But if we do it like this below, it works:

View comment · Posted Feb 27, 2024 · Riah Lao

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