Lara Cox
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Total activity24
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Last activity
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Member since
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Following0 users
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Followed by1 user
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Votes8
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Subscriptions7
Activity overview
Latest activity by Lara Cox-
Lara Cox commented,
How can I manipulate the results to show a percentage solved by Agent and Channel out of total solved in channel for the time frame?
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Lara Cox commented,
Hi Christine Felicia, Thanks for the feedback. I've already implemented IVR routing in our ZenDesk instance. What I'm asking is if there is a way to ensure that a specific ticket form is selected w...
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Lara Cox commented,
Is there a way to assign a specific ticket form to a ticket created based on a specific IVR keypress?
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Lara Cox created a post,
Enhanced ticket search functionality by ticket number
It would be a valuable enhancement to be able to search comma separated tickets numbers in the search bar in support to list out tickets below. Search functionality now only allows to search one ti...
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Lara Cox commented,
Hi Anne Ronalter Thanks for your reply. I just want to clarify specifically that I'm not asking about the ability for end users to leave a satisfaction rating over the phone in ZenDesk Talk after ...
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Lara Cox created a post,
Trigger CSAT Email for Talk Tickets
If an end user has both a phone number and their email address in the profile, is it possible to set up a CSAT email that is sent to the email associated to the user, even if their ticket was creat...
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Lara Cox commented,
After enabling cc's and followers, we lose the ability to add a cc using a macro. We have light agents that need to be cc'd on certain ticket types to respond externally/outside of ZenDesk. Is ther...
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Lara Cox commented,
I'm looking for a glossary that defines how ZenDesk calculates it's metrics and what each metric means. For example: The average answer time metric - does this include greeting and time in the IVR ...
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Lara Cox commented,
Is there an update on this data set? We are almost a month in to Q3 now. The post was edited to remove the pinned post with any information regarding planning? What's going on ZenDesk? Did this ge...