Steve Morrell
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Activity overview
Latest activity by Steve Morrell-
Steve Morrell commented,
I've been tinkering with this today. We have seen a drop in the last few months from 95% satisfaction to 70-80%, and had to have many awkward contacts with customers. I appreciate that the Zendesk ...
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Steve Morrell commented,
We have started to see a serious issue with CSAT. We are B2B and work with many big companies. Out satisfaction used to be 97%+ and we had so few bad reviews that we were able to follow up directly...
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Steve Morrell commented,
I'm trying to expand on this so I can see the month on month difference (e.g. March to Feb), but also the year on year (March 2018 to Match 2017). I can't figure out how to do monthly comparisons, ...
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Steve Morrell commented,
We have a new theme that we have been working on in the sandbox. It includes images in the assets. We have exported that theme, and imported it into production. It all works, and the assets are imp...
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Steve Morrell commented,
We use triggers on ticket creation to assign tickets to certain groups. Some agents are only in certain groups, so they only see the tickets that they can take. After that, it's a case of grabbing ...
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Steve Morrell commented,
Thanks Wes. Makes sense.
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Steve Morrell commented,
How is the "My activities" hidden in CSS. I have the following code set in my CSS, as explained in other threads. a[href$='requests/new'], a.submit-a-request, .my-activities, #user-menu .my-activi...
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Steve Morrell commented,
I was going to post on this thread about what metrics could be available, but I created a new post instead: https://support.zendesk.com/hc/en-us/community/posts/115000720567-Suggestions-for-ticket-...
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Steve Morrell created a post,
Suggestions for ticket deflection metrics
I am trying to establish some metrics that we can use to estimate how many tickets are being deflected by the helpcenter. My two ideas so far are: Count the number of times that a search was perfo...
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Steve Morrell commented,
Is it possible to use the deflection tracking event to track when someone clicks on a suggested article, and also if they went on the submit a request in the same session? If one could record that ...