Irene Poltronieri
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Activity overview
Latest activity by Irene Poltronieri-
Irene Poltronieri commented,
Hi Ricardo, when you say grouping by priority, do you mean that you separate different priorities in different views? How do you group tickets by priority? Thanks so much!
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Irene Poltronieri commented,
Hi guys, is it possible to order a view by priority and , after that, by request date? At the moment, we order by priority but then the tickets that was sent last is higher than the ticket that was...
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Irene Poltronieri commented,
Thank you so much for your reply, Graeme, this is super helpful! And yes, our Risk team creates tickets on behalf of customers and I noticed it impacts on the results :(..I'll try to modify with Us...
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Irene Poltronieri commented,
Thank you so much for this! Would anyone be able to suggest the custom metric I need if I want to see multiple tickets sent by the same submitter on the same day? In our use case, it's ok if people...
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Irene Poltronieri commented,
Thank you Mark!
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Irene Poltronieri created a post,
Report on calls creating tickets that end up being routed to a different group
Our Customer Experience team takes phone calls using Talk. Some of these calls are about Risk issues, which is a different department. We would like to calculate the percentage of calls that creat...
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Irene Poltronieri created a post,
Report on Repeated calls/contacts from the same customer
Hello! We use Zendesk for tickets but we also take calls with Talk. We would like to report on the number of customers that have called us more than once within one day. It would also be interestin...