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Shazmin Dadani

Joined Jun 23, 2022

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Last activity Dec 03, 2022

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Latest activity by Shazmin Dadani

Shazmin Dadani commented,

CommentTicket management

How do we identify if a client has been blocked by Zendesk? they were originally able to email our support and various teams that utilize zendesk within the org and all of sudden their emails are not coming through to us. Addresses are verified. End User Profile created. Can receive emails. Appears to be able to send as no notification of unable to send your email or your email has been blocked" This is becoming a very regular instance and causing some major issues. 

View comment · Posted Dec 03, 2022 · Shazmin Dadani

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Shazmin Dadani created a post,

Post Feedback - Admin Center

Hello! 

 

Recently we have found that our Full Resolution Time has included the time from the ticket Submission to when the ticket has been marked as solved. We utilize the Pending Feature- but that is still being taken into consideration for the Full Resolution Time and has caused a dramatic negative shift in our reports? Is anyone else experiencing this? 

 

Any suggestions on the best way to capture: Time the ticket is assigned to the time the ticket has been solved - but excluding the "Pending" time? 

Thank you! 

Posted Jun 23, 2022 · Shazmin Dadani

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