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Tejas

Joined Apr 15, 2021

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Last activity Feb 15, 2023

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ACTIVITY OVERVIEW

Latest activity by Tejas

Tejas commented,

CommentBuilding reports

Ewa Kondratowicz

time tracking only captures time for the active ticket in a browser tab. We also have agents who open multiple tickets at a time ( in same browser tab), but as soon as agent moves from one ticket to another the time gets paused for 1st ticket and starts for another one.

I hope this helps.

Thanks & Regards,

Tejas Patil

View comment · Posted Feb 15, 2023 · Tejas

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Tejas commented,

CommentBuilding reports

Ewa Kondratowicz

To track agents activity we use time tracking app, from that app we get the actual case handling time of the agent. This can also be used to show absence if no activity is captured for a given day.

 

 

I hope this helps.

View comment · Posted Jan 16, 2023 · Tejas

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Tejas commented,

CommentWriting formulas

Thanks Gab, that's helpful.

 

View comment · Posted Jan 03, 2023 · Tejas

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Tejas commented,

CommentWriting formulas

Hi Team,

Need your help in building an attribute function like,

 

If "A' is Blank then "B", if "B" is blank then "C",If "C" is Blank Then "D" else "A"

 

I tried to build using below but it only returns value of B when A is blank,

 

IF ([A] = NULL) THEN
    [B]
ELIF ([B] = NULL) THEN
    [C]
ELIF ([C] = NULL) THEN
    [D]
ELIF ([D] = NULL) THEN
    [A]
ENDIF

 

Thanks,

Tejas

View comment · Posted Dec 14, 2022 · Tejas

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Tejas commented,

CommentEnd users and organizations

a Permanently deleted user was rehired and now we have created a new account for the user.

Few of the contacts (recent) sent by these user shows as contact actioned by deleted user.

I haved checked the Zendesk ID, both users have a different ID, ( Deleted user shows old ID by same agent). Considering this cound be issue with browser cache, user had re-install the browser but no luck in getting this sorted.

Any idea what could be the issue here?

View comment · Edited Jul 21, 2022 · Tejas

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Tejas commented,

CommentGeneral questions about live chat

Hi Team,

"If the end user chats in again after an agent leaves, it pops back into the queue. In these cases, the history of their previous chat is present because it’s still considered the same chat session. Any subsequent messages are added to the chat session, and once ended are added to the history as a single entry."

Seems this is not applicable with the agent workplace, is it correct?

In Agent work place when agent leaves the chat, it shows customer has also left the chat. :(

 

View comment · Posted Oct 14, 2021 · Tejas

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Tejas commented,

CommentAdditional ticket channels

Before you migrate is a broken link

View comment · Posted Oct 12, 2021 · Tejas

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Tejas commented,

CommentExplore recipes

@... are you looking for something like below?

View comment · Posted Jul 27, 2021 · Tejas

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Tejas commented,

CommentBuilding reports

@Adrian M. did you tried using the Metric filter to remove blank values for number of tickets metric?

View comment · Posted Jan 27, 2021 · Tejas

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Tejas commented,

Community comment Feedback - Reporting and analytics (Explore)

Would like to see this feature soon..

View comment · Posted May 22, 2020 · Tejas

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