Nathan Alvarez
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Total activity16
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Last activity
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Member since
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Following0 users
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Followed by0 users
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Subscriptions7
Activity overview
Latest activity by Nathan Alvarez-
Nathan Alvarez commented,
Does putting a ticket "on hold" stop the clock when it comes to First Reply Time? Our company often collaborates with people on tickets and first reply time is being affected due to having to wait ...
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Nathan Alvarez commented,
Hey Brett, One of our agents' first reply time is well over 200 hours but we can't figure out why. Can you take a look? I've enabled account assumption. His name is Travis.
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Nathan Alvarez commented,
If an agent's tickets are primarily auto-generated and do not warrant a response, does marking the ticket as solved count against first reply time? Or is it simply the time it takes between receivi...
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Nathan Alvarez commented,
Out of nowhere, our template to alert agents that they have been CC'd or added as a follower is not including the automated message or the ticket number. Only the contents of the email. It used to ...
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Nathan Alvarez commented,
Andrew, I understand that it is not a typical workflow, but it is a workflow we are working with nonetheless. And the fact that email notifications don't create tickets prevents our team from being...
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Nathan Alvarez commented,
This works very well! However, because it's an email being sent to the agent, shouldn't that create a ticket in Zendesk if the email is forwarding to a zendesk support email?
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Nathan Alvarez created a post,
Best Practices for Forwarding Emails
Since Zendesk does not support a native forwarding feature, I'm reaching out to the community to ask what you all do to get around this. I've seen everything from changing the requester to reassign...
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Nathan Alvarez commented,
We do not have the "requester and CCs" option in our account, can I get an explanation as to why? Enable CC's is checked off.
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Nathan Alvarez commented,
We currently have an issue with this. Whenever we CC someone, they are meant to be sent an email-based notification. However, because the email address it is being sent to is automatically forwardi...