Adam Pepper

1. Community
2. Feedback - Reporting and analytics (Explore)
3. SLA Reporting at Agent level

This is key for us, too. We need to be able report on which Agent replied to a ticket first, in order for 1st Reply Time to be a statistic we can learn from.

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• Adam Pepper
• Created September 30, 2019 10:52
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add end-user as CC via Trigger or Automation

Hi Jake As our requirement to be able to automatically add a person/people as CCs to tickets for an organisation is for so many organisations, we're looking for a way to achieve this that a) avoids...

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• Adam Pepper
• Created November 23, 2015 11:17
• 1 vote

1. Community
2. Feedback - Ticketing System (Support)
3. Add end-user as CC via Trigger or Automation

As I previously commented: Our requirement isn't for an End User to be CC'd on a trigger or automation - but something a little simpler. For an Organisation, we need to be able to nominate one or m...

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• Adam Pepper
• Created October 26, 2015 09:56
• 3 votes

1. Community
2. Feedback - Community Forums (Gather)
3. Multi-Level Community Forums

We have the same requirement. Our use case is that we have sets of related topics: our customer base is diverse. So that users can easily exchange tips with people in similar organisations or ro...

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• Adam Pepper
• Created March 20, 2015 12:00
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add end-user as CC via Trigger or Automation

Thanks Wes, good spot! We are indeed Help Center users. Is there an ETA on when we might have this, or similar, functionality?

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• Adam Pepper
• Created October 11, 2013 18:53
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add end-user as CC via Trigger or Automation

Jake, thanks - that should do the trick nicely. I think it's even better than what I asked for! Is this documented anywhere? A mention at https://support.zendesk.com/entries/20049342 would be help...

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• Adam Pepper
• Created October 11, 2013 18:29
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Add end-user as CC via Trigger or Automation

Our requirement isn't for an End User to be CC'd on a trigger or automation - but something a little simpler. For an Organisation, we need to be able to nominate one or many Users to be automatica...

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• Adam Pepper
• Created October 11, 2013 16:32
• 0 votes