Greg Schiestl

1. Explore
2. ...
3. Metrics, attributes, and filters
4. How are one-touch resolutions calculated?

Do Zendesk Talk call recordings attached to the support case count as public replies?We have a standard of emailing a recap to our customers after a phone call ends that covers what was found and w...

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• Greg Schiestl
• Created April 20, 2023 17:55
• 0 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Rapid resolve, the feature that closes tickets when a helpdesk article helped, should put at least a tag to the ticket

This would also improve the ability to provide a CSAT survey to the customer with better context as to why they're receiving it.  It's surprising how many customers click the "Yes this resolved my ...

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• Greg Schiestl
• Created April 20, 2022 21:22
• 4 votes

1. Agent guide
2. Additional ticket channels
3. Receiving and sending messages in the Zendesk Agent Workspace

Is it possible to merge Messaging based tickets?  I'm not seeing the option for Merge unless the ticket has another communication channel used (for example the Email channel).

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• Greg Schiestl
• Created June 30, 2021 22:18
• 0 votes