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Laura Inostroza
Joined Oct 16, 2021
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Last activity Dec 27, 2023
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Latest activity by Laura Inostroza
Laura Inostroza commented,
Is it possible at all to use Group SLAs to calculate a counter of "real time" spent within that SLA? What I mean is that let's say my Group Ownership time SLA is 10 minutes. How can I calculate, on average, how long handle time actually is for that group?
View comment · Posted Dec 05, 2023 · Laura Inostroza
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Laura Inostroza created a post,
Tier 1 in our support team handles different types of request types and I'd like to set different OLA policies for that Group dependent on more conditions than just which group it is a part of.
For example:
- Request type based on a custom field
- Request type based on ticket form used
I'd like to be able to set OLAs for each type of ticket a group may encounter
Posted Oct 23, 2023 · Laura Inostroza
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Laura Inostroza commented,
Tom Dupuche sorry to follow up again but my company really needs this as a blocker for merger conversations, do you have an update on when this might be available functionality?
View comment · Posted Dec 13, 2022 · Laura Inostroza
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Laura Inostroza commented,
Adding here that we could really use the option to do this based on business days. I have a custom field that is "due date" which we update manually because the "set to 7 days from now" doesn't exclude weekends, even though we have an agent schedule set on our instance.
View comment · Posted Sep 19, 2022 · Laura Inostroza
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Laura Inostroza created a post,
In automation or trigger I would like to be able to set a certain field to a number of BUSINESS days from now
Posted Jun 23, 2022 · Laura Inostroza
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Laura Inostroza commented,
Hey both! I've achieved this with conditional formatting on the ticket Form.
So for example, if you wanted the three fields in your screenshot to show up when you click "Add New User", you simply add those as conditional based on the response to the checkbox field.
We have a form which gathers several screens of information and it was making the Form too long, so we hid several of the fields under this "Show All Screens" checkbox, and here is a screenshot of the Conditions set on this Form.
View comment · Posted Jun 13, 2022 · Laura Inostroza
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Laura Inostroza commented,
Considering Zendesk is not the most accessible for visually impaired users, I also feel like this feature would be an accessibility win!
View comment · Posted Nov 19, 2021 · Laura Inostroza
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Laura Inostroza commented,
Hey James Cass! yes, it had to do with the fact that i was using "set tags" as an action with some of my triggers. Set tags basically removes all other tags except for the one you state, so you need to use "Add Tag" to maintain all of the previous information in the ticket.
View comment · Posted Nov 10, 2021 · Laura Inostroza
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Laura Inostroza commented,
This article is out of date as this is no longer under the Admin section.
It's under the Gear > Customers > Settings
View comment · Posted Sep 15, 2021 · Laura Inostroza
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Laura Inostroza created a post,
I'm trying to get a sense how many people are using a web-widget integration of our Ticket forms rather than going to our instance website and using the forms there. I can't seem to fin a breakdown further than just whether the Ticket channel was "Web" or "email". Is there something I'm not querying?
Posted Jun 22, 2021 · Laura Inostroza
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