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Jullian Agostinho

Joined Feb 21, 2023

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Last activity Sep 09, 2024

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ACTIVITY OVERVIEW

Latest activity by Jullian Agostinho

Jullian Agostinho commented,

Community comment Feedback - Ticketing system (Support)

Hi Barry Neary 

The page does not exist. Is this a live feature? We encountered the same issue. We support nine markets, and not every agent is trained to handle all markets, so this feature could be a potential solution.

Thanks.

View comment · Posted May 17, 2024 · Jullian Agostinho

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Jullian Agostinho commented,

Community comment Feedback - Ticketing system (Support)

Hi Scott Allison

I can't see the announcement page, was it removed?

Also, does the above apply to add/edit group macros without grating them access to add/edit global macros?

View comment · Edited Sep 25, 2023 · Jullian Agostinho

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Jullian Agostinho commented,

CommentCustomer service best practices and recipes

Hi,

We use many triggers to send auto-replies when customers contact us outside of business hours. Many of those set the ticket status to 'Open', considering it would positively impact our FRT and contribute to following our SLA policy. However, this is different from the expected behaviour, as our first reply time increases as time goes by.

I saw a post saying that their auto-replies do the reverse, which has an impact on SLA. They'd like it to consider the first public comment from an agent - https://support.zendesk.com/hc/en-us/community/posts/5131656743322-First-Reply-time-SLA-skipping-the-auto-reply. So if it does impact their SLAs and the FRT counts when the auto-reply is sent to the customer, why doesn't it happen with our auto-replies? From what I researched and found, only public comments contribute to FRT, so I need clarification. Can we set an auto-reply using triggers to impact FRT, especially outside business hours, positively? Thanks.

View comment · Posted Feb 21, 2023 · Jullian Agostinho

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Jullian Agostinho created a post,

Post Feedback - Ticketing system (Support)

Hi,

We use many triggers to send auto-replies when customers contact us outside of business hours. Many of those set the ticket status to 'Open', considering it would positively impact our FRT and contribute to following our SLA policy. However, this is different from the expected behaviour, as our first reply time increases as time goes by.

I saw a post saying that their auto-replies do the reverse, which has an impact on SLA. They'd like it to consider the first public comment from an agent - https://support.zendesk.com/hc/en-us/community/posts/5131656743322-First-Reply-time-SLA-skipping-the-auto-reply. So if it does impact their SLAs and the FRT counts when the auto-reply is sent to the customer, why doesn't it happen with our auto-replies? From what I researched and found, I could see that only public comments contribute to FRT, so I need clarification. Can we set an auto-reply using triggers to impact FRT, especially outside business hours, positively? Thanks.

Posted Feb 21, 2023 · Jullian Agostinho

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