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Priscila Santos
Joined May 17, 2023
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Last activity Aug 02, 2023
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Latest activity by Priscila Santos
Priscila Santos commented,
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,
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,
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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