Hope Saldana
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Total activity40
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Last activity
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Activity overview
Latest activity by Hope Saldana-
Hope Saldana commented,
Would it be possible to add sorting by tags? We want to look at the back log for our Support team, however, we need to exclude the ticket that are "In Development" AKA have a Jira attached. We tag ...
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Hope Saldana created a post,
How to combat false ticket reopens! AKA "thank you" messing up your reporting!
Hello Zendesk Community!We have been cracking down on our reporting and increasing our efficiency wherever possible. One glaring issue we have been running into is our reopen rate. A staggering 25%...
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Hope Saldana commented,
We found a solution that works well for us. Here is the process: 1) Agent solves a ticket. 2) Customer must use "#reopen" in their reply and explain why they still need help to reopen the ticket. T...
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Hope Saldana commented,
Hi Fabiano :) I just set this up for my team. Here is what we configured: The only tricky part is that if you need to set an additional due date reminder on the same ticket, you have to remove t...
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Hope Saldana created a post,
Ticket Status Field ID Displaying Rather Than Title in Export
We are loving the new custom statuses feature! However, we found a limitation that makes it difficult to provide good reports to our clients. We send our clients reports (exported Views) of their c...
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Hope Saldana commented,
Is there a way to notify someone when a queue size reaches a certain number? I am assuming not right now since queues are simply views. However, it would be great if we could find a way to notify s...
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Hope Saldana commented,
Hi Samuel, Yes! It would be nice to leverage agent fields in triggers. I looked into auto adding/removing the group myself and you cannot. The only way to change a group is to do it manually. Whic...
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Hope Saldana commented,
Hello! I made a post about this at the beginning of the year, but thought I would ask here as well. Is there any way to sort views based on custom statuses? Right now, I only see the option to sort...
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Hope Saldana commented,
We are definitely wanting to track this information as well. We have bought several other companies and are merging them all into our Zendesk instance. As we create Guides for the different brands,...
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Hope Saldana created a post,
Workaround for Auto-Assigned Tickets for Out of Office Agents!
Hello Zendesk Community! I wanted to share a recent work around I discovered relating to ticket routing when you have agents out of office who are automatically being assigned tickets. Let me expla...