Melissa Frechette

Thank you Chris and Hillary!

I was really hoping I get a different answer :( 

I appreciate the response :) 

Hello Zendesk!

I have been struggling for weeks trying to see if I can create a report list on the non-solved tickets. For instance, I want to print a CSV or PDF with all pending tickets to include private/public comments so I can send it to leadership for follow up. I want to be able to print them w/ details so they can walk around with it (old school style).

When looking at explore everything is numeric and im looking at details.

Reporting is really important to us and graphs and numbers isn't just enough. 

I look forward to someone's response. Thank you. 

I am also waiting for an answer to this. I set up csat but my ticket reopens when csat is unable to get delivered. It would be nice to know ahead of time if the phone number used was able to receive message or not. 

How can I create IVR for outside business hours? For example, outside of business hours I would customize a message stating we are closed. To leave a message press 4, or to get a text back press 3, to speak to someone now press 5. 

I created the said IVR and it does not seem to fire when numbers are selected - the message just keeps repeating. However when I press 1, it will directly go to VM when ON because it is the default but i want the vm to be number 4. 

How can I send customer satisfaction survey via SMS? Most of our interaction is through phone and we are not looking into asking for emails. 

Can Zendesk identify if the end-user phone supports SMS or not?