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Elspeth Mogol

Joined Oct 16, 2021

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Last activity Nov 12, 2021

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Latest activity by Elspeth Mogol

Elspeth Mogol commented,

CommentTicket management

Hi Heather, 

Thanks for your prompt response. I wanted to make sure that it won't mess up our workflow. Does changing the default form affect anything in our system? 

View comment · Posted Nov 12, 2021 · Elspeth Mogol

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Elspeth Mogol commented,

CommentUsers, groups, and organizations

Same here! I only want to see a list of my staff/full agents. The team members list is not good for me as it includes all light agents. 

View comment · Posted Nov 11, 2021 · Elspeth Mogol

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Elspeth Mogol commented,

CommentTicket management

Hi! Is there an option for us to deactivate the General (default) in ticket forms? 

View comment · Posted Nov 08, 2021 · Elspeth Mogol

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Elspeth Mogol commented,

CommentExplore recipes

Hello Zendesk, 


We are a retail company with customer service that handles both inbound calls and tickets (emails). The process I have with the team is if they received an inbound call with an existing SOLVED ticket, the first thing they have to do is that verify if the ticket was solved correctly (by another agent) ie. all of the customer's concerns were addressed and resolved. If yes, then, the current user will have to reopen the ticket and take ownership and action whatever the request or concern is. If not, the current user will have to reopen the ticket, add an internal note, and assign the ticket back to the previous assignee who did not properly solve the ticket. 

Now, my question is: 

If the current user took over the ticket assigned it to him/herself and thensolved it the second time, will it affect the previous assignee's Solved Ticket metric? 

I'm asking this because I measure the team's productivity by the number of their solved tickets. 

Hope to hear from you soon.  

View comment · Posted Oct 01, 2021 · Elspeth Mogol

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Elspeth Mogol commented,

CommentTicket basics

Hello Austin, 


Thanks for your reply. I was in contact with Zendesk Customer support regarding this and they were not able to provide a definite resolution. 

With regards to your question, the tags are unique for each store. We have over 100 stores and each of those stores has unique tags, so we have over 100 tags. Does this mean we have to create over 100 triggers? 

As for the side conversation child tickets, unfortunately, we cannot use this to email our customers as we cannot send satisfaction surveys from there unless we can? 

Appreciate your help. Thanks.  

View comment · Posted Oct 01, 2021 · Elspeth Mogol

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Elspeth Mogol commented,

CommentTeam members and groups

Hello, 

Our Customer Service Team caters to both our stores and customers enquiries or concerns. Our stores are light agents so when they submit a request to us, the ticket would be sent to Zendesk as an internal note. We will then use the same ticket to email our customers with the store (light agent) added as a follower. 

If we removed the light agent as a follower and then later on re-added them, will they be able to see all prior internal notes added on the ticket or just the internal notes that are added after they were added as a follower? Thank you. 

 

View comment · Posted Sep 14, 2021 · Elspeth Mogol

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Elspeth Mogol commented,

CommentTicket basics

Hello, 

Is there any way to keep existing tags (tied to the requester) when the requester is changed? 

We cater to our stores (light agents) and customers (end users) and when we receive a request from one of our stores, a tag is automatically added because the tag is associated with the light agent but we do use the same ticket to email our customers. As a result, the store tags are removed automatically. Is there any way to keep the store tags? Thank you. 

 

View comment · Posted Sep 12, 2021 · Elspeth Mogol

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