Chandra Robrock
I'm Chandra & I lead a team of Technical 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 activity481
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Last activity
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Activity overview
Latest activity by Chandra Robrock-
Chandra Robrock commented,
Boosey & Hawkes Music Publishers Limited Absolutely! We have a custom dropdown ticket field called 'Sleep' which has a few different options (1 day, 1 week, 1 month, etc). We then have a few diffe...
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Chandra Robrock commented,
Riane Williams This help article should be helpful for your use case: https://support.zendesk.com/hc/en-us/articles/4408846777754-Explore-recipe-Tickets-created-by-agents-or-end-users. Specifically...
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Chandra Robrock commented,
+1 to this request! We use automations to accomplish this and they are quite helpful. However, it's become quite cumbersome to manage as we expand our support hours and add new teams or schedules t...
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Chandra Robrock commented,
Welcome to the Zendesk Community! There is actually a system rule that automatically reopens Solved tickets upon the next end-user comment. More information here as well as some advice regarding st...
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Chandra Robrock commented,
We use SLAs based on Business Hours so, no matter what time a customer writes in, we always have X number of business hours (rather than calendar hours) to respond. However, it sounds like you'd li...
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Chandra Robrock commented,
Allen Lai | Head of CX, Otter.ai Happy to help see if I can help! Mind sharing a screenshot of the exact Explore query you've setup?
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Chandra Robrock commented,
Actually, you know what... I just remembered a nuance with this feature that tripped me up in the past. For context, we leave a lot of internal notes & have found this feature to be helpful for the...
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Chandra Robrock commented,
While I'm not sure if Zendesk provides the ability to turn this feature off (I don't think they do but haven't looked into it myself), I do know that our team has had it since we moved over to Agen...
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Chandra Robrock commented,
Zac Interesting! If the customer is listed as an End User in Zendesk, the ticket should automatically move back to an Open status when they write back in. Mind double checking the following? 1. Tha...
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Chandra Robrock commented,
Love these new additions! In the future, I'd love to see Light Agents available as an option for the Current User condition as well. We have a rule that automatically reopens a ticket when a Light ...