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Kyle Clark

Joined Apr 16, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Kyle Clark

Kyle Clark commented,

CommentService Level Agreements (SLA), macros, and CSAT

I switched to the 2 link survey suggested by Zulq Iqbal but am now getting false positives (indicated by the tell-tale sign of the survey result being registered about an hour after Offered). I'm all for positive surveys... but not false ones. I switched back to the alternate single link survey (with much, much lower response rates).

View comment · Posted Aug 12, 2021 · Kyle Clark

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Kyle Clark commented,

CommentBuilding reports

I'm wanting to report on the "Initial Group" or "Previous Group" for tickets that have a SLA breach. I can create a query with a table of breached tickets from the tickets dataset, and can create a query with a table of tickets and their "First Group" or "Previous Group" (but I can't make this table for only SLA breach tickets). Is there a way to do this? We have done all that we can on  reporting and changing behavior with regards to First Reply Time. We now need to report on the groups that are re-assigning tickets late to further improve. I'm thinking that I'll just have to report on new tickets that are not updated in less than 8 business hours (but SLA would be preferable). Thanks

View comment · Posted Apr 27, 2021 · Kyle Clark

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Kyle Clark commented,

Community comment Feedback - Ticketing system (Support)

Yes, ironic that Zendesk does not offer CES capability in light of its mention in "CX Champions: How CX Leaders Who Raise Their Game Are Driving Business". I have found that Surveypal has good capabilities for all types of surveys, and is pretty easy to use, and populates custom fields in Zendesk and supports Power BI.

View comment · Posted Nov 25, 2020 · Kyle Clark

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Kyle Clark commented,

Community comment Feedback - Voice (Talk)

upvote

View comment · Posted Oct 01, 2020 · Kyle Clark

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