Chandra Robrock
I'm Chandra & I lead a team of Support Specialists at FullStory. I've been using Zendesk for many years and have personally experienced how helpful the software can be for providing superior support. In my downtime, I serve as a Zendesk Community Moderator to help others find incredible value with the product.
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Total activity442
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Last activity
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Activity overview
Latest activity by Chandra Robrock-
Chandra Robrock commented,
Hey David Capello - Are you using Agent Workspaces by chance? If so, Zendesk does provide a button that allows you to easily copy a user's email address in the customer context panel on a ticket. T...
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Chandra Robrock commented,
Hi Sudharsun Padma Ravi - We use Light Agents at my company as well. However, instead of having Light Agents create a ticket directly within the Zendesk interface, we'll actually just have them ema...
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Chandra Robrock commented,
Very interesting! Thanks so much for the update. I was going to update the original post but it looks like I'm not seeing both versions of the Schedule by Zapier account within my account. I wonde...
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Chandra Robrock commented,
Hey 手塚 - To confirm, are you getting any errors when testing the Python step within Zapier? If you aren't seeing any errors when testing this step, I'd recommend reaching out to Zapier's team direc...
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Chandra Robrock commented,
Kenny Rohan Mind confirming that you're in the Support - Updates history dataset rather than the Support - Tickets dataset? Based on the metrics included in your screenshot, I suspect you may be qu...
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Chandra Robrock commented,
Riah Lao That's really just one example of a comment that is flagged, so I'm hesitant to say exactly how to switch the requester over in every scenario where a comment is flagged. In our specific c...
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Chandra Robrock commented,
Hi Riah Lao - sure thing!Let's say a ticket comes in with a Requester of test+testing@test.com which triggers the First Reply SLA. The agent responds to their email which then satisfies the First R...
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Chandra Robrock commented,
Hi Yannick Berkhout - You could absolutely create custom time brackets by creating a Standard Calculated Attribute using this formula: IF (VALUE(Full resolution time (hrs)) <= 24*5) THEN "0-5...
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Chandra Robrock commented,
Hi Grace - If you haven't already, I'd recommend checking out Zendesk's SLA Event Tracker app: https://www.zendesk.com/marketplace/apps/support/223192/sla-event-tracker/. While it won't do exactly ...
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Chandra Robrock commented,
Happy to help - Metric Filters were one of those things that was a game changer for me when I first discovered them. Glad that did the trick for you! :)