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James Beniston

Joined Jan 06, 2022

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Last activity Jan 23, 2025

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ACTIVITY OVERVIEW

Latest activity by James Beniston

James Beniston commented,

Community commentZendesk AI EAP - Similar tickets

Pedro Cerqueira 
This would work in the near term, likewise an option to look at  tickets from the same product.

 

All of Sheldon Grimm points above would also be a great value add. 

View comment · Posted Sep 23, 2024 · James Beniston

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James Beniston commented,

Community commentZendesk AI EAP - Similar tickets

Is there any option or anything on the roadmap to enable to contain looking for similar tickets within brand?

We have several brands, most of which are quite different in their setup & operating processes. Right now it is not possible to see which brand the suggested "Similar ticket" is registered against without opening it, this then is another click or two. The ability to see this this with the brand logo on the intelligence panel or something would really help. Likewise to be able to limit the scope to ticket brand would also help.

Thanks!

View comment · Posted Mar 18, 2024 · James Beniston

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James Beniston commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 for me

The ability to see on which days the CSAT survey was taken would be super useful...

View comment · Posted Feb 14, 2024 · James Beniston

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James Beniston commented,

CommentReporting for Talk

Thanks Rosie that is a great start...

Is it possible to see outbound duration per IVR queue or talk number?

Or is there information somewhere that explains how the outbound call flow is looking?

View comment · Posted Dec 01, 2023 · James Beniston

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James Beniston commented,

CommentReporting for Talk

I do not understand why but i cannot get a report on call duration that either includes or is specific only to outbound calls.

I have a daily report for all calls, one of the metrics there is Call Duration (Sum) but the numbers reported do not include outbound calls.

Have i missed something, doing something wrong?

Our agents make a lot of outbound calls so getting this time spent data is really important for me to track.

 

View comment · Posted Nov 29, 2023 · James Beniston

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James Beniston commented,

CommentWriting formulas

Thanks @..., i have what i need!

View comment · Posted Apr 14, 2022 · James Beniston

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James Beniston commented,

CommentAccounts and billing

We have the Enterprise Plus Suit plan along with unlimited brands. When making my first premium sandbox replication only 6 brands are replicated.

Is there a way to get all brands replicated or to at least be able to select which brands to replicate?

View comment · Posted Apr 11, 2022 · James Beniston

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James Beniston commented,

CommentUsing Built by Zendesk apps

Could this be used to hide selected support groups from being selectable in:

  • Guide
  • Chat
  • Web Widget

We are looking at creating groups to control views etc. that are not directly related to routing or  serving tickets and this looks like it could be a great help...

View comment · Posted Apr 08, 2022 · James Beniston

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James Beniston commented,

CommentWriting formulas

Hi Everyone,

I am trying to report on our onboarding efforts with customers, all the data on which is stored in Zendesk.

All of our onboarding process is handled via a single ticket per organization. I would like to count all of these tickets, i assume this could be done via creating a new standard calculated metric?

Something like: COUNT(Tickets)[Ticket form]="Customer Onboarding"  

This one does not compute, i must be missing something...

What I would like to do then is slice the data on standard calculated attributes to say that:

  • xx% of all onboarding tickets either receiving an onboarding call // refusing an onboarding call 
  • or xx% of tickets did not hit time to value

I feel like i need the metric first an the rest will flow into place.

Any input on this would be awesome!

Cheers

James

 

View comment · Posted Mar 28, 2022 · James Beniston

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James Beniston commented,

CommentGlobal security and user access

Hi,

What are the parameters on which this would be activated or available to be instigated?

Assume this covers us where something happens on the server location or a natural disaster etc. Would we be covered or able to use this feature if we ourselves did something that upset or caused data outage in our Zendesk environment?

 

Thanks

James

View comment · Posted Feb 24, 2022 · James Beniston

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