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Priscila Santos

Joined May 17, 2023

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Last activity Aug 02, 2023

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ACTIVITY OVERVIEW

Latest activity by Priscila Santos

Priscila Santos commented,

CommentMeasuring success

Hi,

When we receive a ticket the SLA is 8 business hours, but the system is adding the Periodic Update to SLA and it is increasing the time for agents to give the first reply.

Do you know why it is happening?

Thanks.

Priscila.

 

View comment · Posted Jun 28, 2023 · Priscila Santos

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Priscila Santos commented,

CommentTicket management

Hey people,

 

If I select the option "Yes, sync custom fields between me and the receiver", Zendesk will be able to sync the custom ticket status that I have created in region account and the other account from other region?

 

 

View comment · Posted May 18, 2023 · Priscila Santos

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Priscila Santos commented,

Community comment Feedback - Ticketing system (Support)

Hi People,

I saw the new ticket status feature is working.

Do you know if the system is able to show on hold status for end user?

My issue: we have some tickets shared by Zendesk option (sharing ticket) from a Support team in another region, so when we change the status in my region it change for them and set open status.

Considering we are both support areas we would like to keep the same status for both areas it would help us to keep the alignment  about the status.

View comment · Posted May 17, 2023 · Priscila Santos

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