Joanna Walkowiak

Hi!

We want to turn on Ticket Sharing but we are facing some difficulties with FRT.

When we create a ticket and share it through ticket sharing channel, FRT is not measured as the agent on the second Zendesk account is treated as an agent, not as an end-user.

Is there any option to solve it? Can an agent be treated as end user on the Support account with which thickets are shared?

We need to measure FRT and we are struggling to do it with ticket sharing feature turned on.

Thanks!

Hi Cheeny, Yes, sure I know that Insight is not used any more. Thank you.

But the question is if it is possible to do in Explore? if yes, how?

 

Hi Cheeny,

Thanks! However, I saw this article 

https://support.zendesk.com/hc/en-us/articles/205367047-Insights-Reports-Duration-between-two-or-more-ticket-events-in-minutes

Do you think it could help us to measure FRT when we turn on ticket sharing only with private comments option?

Thanks!

Hi!

1) Regarding SLA, how we can set First Reply SLA for tickets shared if we set Ticket Sharing permissions as Make private comments only?

First Reply Time is time between the first customer comment and the first PUBLIC comment from an agent. As we do not allow public. We want to have option Make PRIVATE comments only. Thus, will first reply SLA work?

Thank you Kuldeep!

Could you please confirm that only custom fields that exist in both account will be syncronized?

No other custom fields will be syncronized?

Thanks!

Hi,

We would like to share tickets with another Zendesk account. The question is how we could assign the tickets to the corresponding queue if we do not want to use tags synchronization?

I thought about creating new triggers on a basis of subject, for example: subject includes xxx / ticket is assigned to Group X but there is a risk that an agent will send a ticket without correct subject.

Is there any other option, more automatic?

Thanks!