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Joanna Walkowiak

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Latest activity by Joanna Walkowiak
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    Joanna Walkowiak commented,

    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 seco...

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    Joanna Walkowiak commented,

    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?  

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    Joanna Walkowiak commented,

    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 ...

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    Joanna Walkowiak commented,

    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 comme...

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    Joanna Walkowiak commented,

    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!

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    Joanna Walkowiak commented,

    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 ...