Jean Cesar Martínez

1. Support
2. ...
3. Ticket customization
4. Managing your ticket forms

Hi!Let's say we have two Brands, therefore two HelpCenters and therefore two separate TicketForm; one for each HelpCenter. If for some reason a customer submits a ticket using the incorrect helpcen...

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• Jean Cesar Martínez
• Created June 16, 2021 14:59
• 0 votes

1. Support
2. ...
3. Ticket management
4. Adding the On-hold ticket status to Zendesk Support

Hi @.... Yes. The way I see it is: Pending - Agent is waiting for the customer's reply. (i.e. pending for user response) Open - Customer is waiting for the Agent's reply. On-hold - is like an i...

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• Jean Cesar Martínez
• Created April 13, 2021 14:41
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Query Permissions

These are the requirements:1) A way to restrict queries to the users that created them. 2) Users should have the ability to share the query with other users if they want. It is a problem for users ...

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• Jean Cesar Martínez
• Created November 06, 2020 15:59
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Hide customer satisfaction results from agents view

I agree with Teresa. CSAT usually measures the customer experience for a particular support request that could have gone through different support agents. An agent could get scores (negative or pos...

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• Jean Cesar Martínez
• Created October 22, 2020 20:04
• 3 votes