Kayla Schmidt
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Activity overview
Latest activity by Kayla Schmidt-
Kayla Schmidt commented,
Hi Tim, at this time, agent-created tickets are not excluded from the calculation and the first reply time is only calculated once there is another public agent reply after the ticket is created by...
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Kayla Schmidt commented,
Hi Lama, the best way to bulk update multiple agent groups would be via the API. This link refers to associating agents to groups: https://developer.zendesk.com/rest_api/docs/core/group_memberships...
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Kayla Schmidt commented,
Hi Atul, Thanks for pointing that out! I have edited my previous comment with updated resources.
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Kayla Schmidt commented,
Hi Miriam! Are you using both Day of Week (Sun-Sat) (Ticket Created) and Hour Ticket Created for your attributes? If you've followed the article instructions and are still not seeing what you expec...
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Kayla Schmidt commented,
Hi Aswin, # Backlog Tickets is defined as the total number of backlog tickets throughout history and is calculated by the sum of the backlog ticket count. The Ticket Backlog History dataset functio...
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Kayla Schmidt commented,
Hi Chris, I believe you should be able to accomplish what you’re looking for with a trigger. I’ve created an example in my test account and you can tweak as needed and edit the email body to your l...
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Kayla Schmidt commented,
Hi Ayesh, You should be able to accomplish this! Once you have your customer satisfaction survey set up, you can create an automation by going to Admin > Business Rules > Automations > Add Automati...
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Kayla Schmidt commented,
Hi Todd, Yes! We have an article that walks through forwarding: How do I forward calls from Talk to a personal phone? And another on call transferring in case you're interested: Receiving and placi...