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Amy

Joined Sep 21, 2023

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Last activity Jan 21, 2025

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ACTIVITY OVERVIEW

Latest activity by Amy

Amy commented,

Community comment Feedback - Ticketing system (Support)

This really needs to be reviewed for roadmap consideration. 

 

We receive numerous replies to customer order emails (made via NetSuite) that get auto-suspended. Zendesk itself confirmed they completely blacklist NS. So we have zero ability to whitelist NetSuite email replies.

 

This creates an extremely manual and time-consuming process, especially when paired with our own Auto-Triage. We have to recover each ticket ‘automatically’ so we don't lose images and other data, then hunt it down because our other automated processes can't be bypassed nor can I create a new automation based on recovered suspended tickets

View comment · Posted Jan 21, 2025 · Amy

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Amy created a post,

Post Feedback - Ticketing system (Support)

Using the new Agent Home, some Open tickets do not appear when filtering for Open. 

Your Work → Tickets → no filters applied = correctly showing all assigned Open, Pending, On-Hold tickets, as expected

Your Work → Tickets → add filter for “Open” and get zero or mixed results, inaccurate of all actual Open tickets

 

Example, 2 Open tickets assigned to me, ex991 and ex117. 991 has 36 hours and 117 has 2 days before SLA breach. I can't understand why 117 shows up with “Open” filtered but 991 does not.  

 

This issue happened to another Admin but their missing Open were tickets with SLA breaches. 

Edited Jan 14, 2025 · Amy

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Amy commented,

CommentReporting for Talk

How can I measure the time between a customer leaving a voicemail message and our agent calling them back(returning their call)? 

We need to measure this to meet SLAs for our clients. 

View comment · Posted Sep 21, 2023 · Amy

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