Ricardo
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Activity overview
Latest activity by Ricardo-
Ricardo commented,
Thanks, Jenn. What you are describing doesn't sound like expected behavior. I created a ticket on your behalf so our support team can investigate this issue. Check your inbox, please.
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Ricardo created an article,
Does the first reply time reply take into account business hours?
Contributed by community member Graeme Carmichael. For the original conversation, see Explore recipe: Reporting on first reply time. Question Does the first reply time reply take into account bus...
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Ricardo commented,
Hello Jenn! Which filter are you using? I tried Ticket created - Month and it worked:
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Ricardo created an article,
Why does my ticket have an unexpected tag?
Question Some of my tickets have an unexpected tag added. Where does the tag come from? Answer A tag can be added to a ticket through different forms. The best way to find out where a tag comes fr...
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Ricardo commented,
Hello, Brent, When you are on step 8, under Columns, if you type ticket created you can see a list of attributes you can use: Hope it helps.
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Ricardo created an article,
How can I view tickets converted from the community in Support?
Question How can I view tickets converted from the community in Zendesk Support? Answer To view tickets converted from the community, you can create a view based on the condition Channel Is Help ...
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Ricardo commented,
Apologies, Fiona. The article is this one: https://support.zendesk.com/hc/en-us/articles/115000084427The satisfaction is added to the ticket the moment the customer rates the interaction. If the cu...
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Ricardo commented,
Hello, Fiona, Even if an agent ends the chat, your customers can still rate the chat. Basically, the visitor is in control of the chat session and can end the chat session in different ways. In th...
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Ricardo commented,
Hello Thomas! Thanks for the feedback. You can definitely use business rules to auto solve Talk tickets. The rule would have the following conditions: Meet ALL of the following conditions Ticket is...
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Ricardo created an article,
Can I disable automatic ticket creation for calls?
Question Can I disable automatic ticket creation for calls in Zendesk Talk? Answer It is not possible to disable automatic ticket creation for calls. You can only disable the creation of tickets f...