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Heather Shetrawski

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Activity overview

Latest activity by Heather Shetrawski
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    Heather Shetrawski commented,

    1. Support
    2. ...
    3. Measuring success
    4. Defining and using SLA policies

    How do SLAs work on Talk tickets? We need to apply SLAs to our phone calls to make sure we're meeting our contractual obligations, measured in seconds (not hours or minutes). Is this possible? 

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    • Heather Shetrawski
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    Heather Shetrawski commented,

    1. Explore
    2. ...
    3. Creating dashboards
    4. Cloning dashboards

    I want a copy of the standard Zendesk Support dashboard, but with each tab limited to a specific Brand. This is to share with an external vendor who only supports one of our brands. I want them to ...

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    • Heather Shetrawski
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    Heather Shetrawski commented,

    1. Community
    2. Feedback - Voice (Talk)
    3. Caller ID on outbound calls

    Why is ZD ignoring requests for this feature?? It is such basic functionality for any business/support phone line and does not make sense to have to use an external number workaround. Customers are...

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    • Heather Shetrawski
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    • 2 votes
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    Heather Shetrawski commented,

    1. Agent guide
    2. Ticket management
    3. Viewing and understanding SLA targets

    Is there an article with best practices for setting up Talk SLAs? We've committed to our partners that 70% of phone calls received during business hours will be answered within 20 seconds. How to w...

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    • Heather Shetrawski
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