Hope Saldana (Light Agent)
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Recent activity by Hope Saldana (Light Agent)-
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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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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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...
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Adding Custom Status Options in the Status Filter on the My Requests Page
Our customers love the new custom statuses, but would appreciate the ability to filter their tickets based on the custom statuses we provide. It is confusing to them that the statuses do not match.
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Sorting Views by Custom Statuses
The new custom statuses feature is amazing! However, there is a limitation in Views. Currently, you can only sort views by the custom status category and not by the individual custom status values....
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Need an Explore Recipe for Daily AVG # of Jira Tickets Created Per Agent
I am trying to create a report that tells me the average number of Jira ticket creations an agent does in a day from the Jira/Zendesk integration. I have been looking at the below articles for ref...