Ricardo
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Total activity1014
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Last activity
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Member since
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Following6 users
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Followed by2 users
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Votes12
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Subscriptions720
Activity overview
Latest activity by Ricardo-
Ricardo created an article,
Can I report on the ticket description field in Explore?
Question I can't find the description field or initial comment in Zendesk Explore to be displayed in reports. Is it possible to add it? Answer Explore doesn't capture the content of ticket comments...
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Ricardo commented,
Hello Jeremy Clanton. It looks like you already contacted us through Chat and you now have an open ticket with our Support team. I agree we need further investigation within your account so please ...
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Ricardo commented,
Hello Ryan! That is a great question. I can talk a little bit about our experience here with our Zendesk Customer Support team. Early on in our KCS implementation, we set very aggressive targets fo...
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Ricardo commented,
Hello Colin Crowley Thanks for that. I created a ticket with our customer support team for further investigation. Bear with us please.
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Ricardo commented,
Hello Colin! Do you think you could expand a little bit more on your use case? When you say autoreply, are you referring to notifications sent by triggers? Because those should not stop the FRT fro...
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Ricardo commented,
Hello Marty. Thanks for following up. I think we will need a little bit more of an investigation into your account. I noticed you already have an open ticket with us so I am going to work with the ...
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Ricardo commented,
Hello, Marty. Thanks for raising this. The information in the article is actually no longer accurate. Explore collects backlog information every time your data synchronizes with Explore. If you are...
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Ricardo commented,
Hello Jose Hurtado. It is now possible to share dashboards or to grant access to dashboards to light-agents: Announcing Support Enterprise custom roles and light agent access support for Zendesk Ex...
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Ricardo created an article,
Explore recipe: Reporting on calls received per Talk number
In this Explore recipe, you'll learn how to create a report that shows you the number of calls you've had from each of your Talk numbers and the ticket ID for each call. What you'll need Ski...
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Ricardo created an article,
Can I require comments if a customer leaves a bad rating?
Question Can I require comments if a customer leaves a bad rating? Answer It is not possible to make a follow-up comment mandatory after an end user rated a ticket as negative. However, if you have...