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Risetime

Joined Apr 15, 2021

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Last activity Feb 05, 2022

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Risetime commented,

CommentMeasuring success

Hello, 

I happen to log into my helpdesk over the weekend and noticed that a SLA was about to hit its limit, I initially ignored it assuming the countdown was paused as it was a Saturday and my schedule has the support desk "closed" on Saturday and Sunday. About 2 hours later I noticed that same ticket had -26m under its SLA, so I am confused why it's doing that. I have the SLA set to "Business Hours" and my schedule is set from 8:00AM - 8:00PM Monday through Friday. I have the SLA for this particular customer at the top of the list of SLA's and it is set to apply only to tickets where "Brand is Acme", which would apply to this ticket.

Am I not understanding how the SLA's timers work?

View comment · Posted Feb 05, 2022 · Risetime

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Risetime commented,

Community comment Feedback - Ticketing system (Support)

Hi can someone help me with the work-around James mentioned, I followed his instructions, but my authentication is not working properly. I am not sure what I am doing incorrect. What should I be using as Basic Authentication:

I used my username and password, but I get an error that says {"error":"Couldn't authenticate you"} 

 

View comment · Posted Feb 09, 2021 · Risetime

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Risetime created a post,

Post Q&A - Reporting and analytics

Hello,

We recently moved from JIRA to Zendesk and in JIRA I had a report that I would send to my customers that would list all of the tickets that closed in the last 7 days (plus any open tickets), is there something similar to that in Zendesk Support? I looked at the reporting tool and it looks like I can do it there, but it does not have an option to list the tickets that meet the report criteria, it just wants to sum them or create some type of chart. Is there anyway to accomplish report?

Posted Feb 08, 2021 · Risetime

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