Michael Mader
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Total activity31
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Last activity
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Activity overview
Latest activity by Michael Mader-
Michael Mader commented,
Thanks Gab, I think I was doing a bit too much work on this one as the Agent Engagement metric should get us what we need. Agent engagement: The percentage of tickets with Knowledge or Knowledge ...
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Michael Mader created a post,
Utilizing "Verified" and "Unverified" in Knowledge to implement KCS
We have implemented a KCS system and are running into some issues at present. Currently, our support engineers are "creating" or "saving" drafts of articles to be reviewed by a team of publishers...
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Michael Mader created a post,
Combined linked article tickets and created article tickets in Explore
Our Support agents are going to be expected to create new or link existing Guide articles on 80% of their solved tickets. I can pull all kinds of counts out of the box in relation to created artic...
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Michael Mader commented,
I just had a ticket solved out by Zendesk Support, saying this article is incorrect, saying that "At this time, unfortunately, It is not possible to make a public reply or internal notes default by...
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Michael Mader created a post,
First reply time being triggered on ended Chats
AnsweredWe have just migrated to Agent Workspaces and we have noticed our SLA metrics drop significantly. In going through the events tab on conversations, it seems that when a Conversation is ended, the ...
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Michael Mader commented,
I'm having the same issue as Jamie.
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Michael Mader commented,
I was informed by Zendesk Support that in order for our Chat agents to have their Chats served up in the comment box as a chat and not as an internal note, that I need to check the box "Non-email c...
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Michael Mader created a post,
Individual SLA measurements
In current state, it seems that SLA's are only measured by current assignee. We are moving from an "own the ticket to completion" mentality to a "swarm the ticket as a team to get it solved quicke...
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Michael Mader commented,
We are looking into adding "Satisfaction reasons" into our Zendesk instance. I'm curious if anyone has live experience with this and if it would also select the top reason and give us, not only a ...
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Michael Mader commented,
I am having the same issues as Laura above and with our SLA's we cannot account for the "few hours ago" time frame, which I wouldn't consider a "slight time delay". I would appreciate it as well i...