
zach.prasser
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Last activity
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Recent activity by zach.prasser-
Disabling Zendesk View
I'm trying to disable a View we don't use anymore, however I run into the following error: Any idea what could be preventing me from disabling the view? I've tried changing the 'who has access' ...
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Search Filter: Updated Date>Past Week
CompletedHello, When using the filter in Search for Updated Date>Past Week, does this show everything from the previous week or the last seven days? To clarify: - Past week = Mon-Sun, 7/5/2021-7/11/2021 OR ...
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Overlapping Line Graph For Bad CSATs By Month
AnsweredHello, I'm looking to make a query to show the number of Bad CSATs for each day in a given month, showing how many Bad CSATs were reported by Ticket Topic (Late Orders), and have the graph also sho...
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Adding A Second Support Email For A Canadian Group/Team
AnsweredHello! I have Organizations created for a US team and a Canadian team of agents (support@subdomain.zendesk.com, VS support.ca@subdomain.zendesk.com). From what I understand, I need to add the suppo...
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Automating Two Follow-Up Responses For Customers
AnsweredHello, I'm creating an Automation to send the customer a follow-up message, for when an agent responds to the customer's request, but the customer hasn't replied to the agent's response in 72hrs (c...
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CSAT% By Group/Team
AnsweredHello, I'm looking to create a single query that compares the CSAT% of a Group of on agents, with other Groups of agents. I can make the individual queries and filter by the agent names within the ...
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Ticket Update Status Rules
AnsweredHello, I was wondering if there was a rule you can set up so that if a ticket is created, it must be put in Pending status. I'm pretty sure there isn't a rule for creating a ticket where it needs t...
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Agents self-assigning without a comment
AnsweredHello, I'm running into an issue with agents self-assigning a ticket to themselves, forgetting to comment, and leaving the ticket Open. This creates a dent in our SLA. Is there a way to prevent an...
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Trigger tags when one group reassigns a ticket to a different group
AnsweredHello, I want to know when Tier 1 (Group 1) has to escalate/reassign an existing/Open ticket to Tier 2 (Gropu 2), and be able to do a report in Explore to know how many tickets were escalated by do...
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Bad CSAT to Good CSAT Report
AnsweredHello, I'm trying to put together a query that will show me tickets where agent's converted the CSAT for the requester from Bad to Good. Is there a recipe for this in Explore? Thank you!