Kate Horner
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Total activity85
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Last activity
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Member since
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Following0 users
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Followed by1 user
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Votes42
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Subscriptions19
Activity overview
Latest activity by Kate Horner-
Kate Horner commented,
If we have Suite Professional, how do I get it to where my agents can see the suspended ticket folder? We just downgraded from Enterprise, and they lost the ability to view this.
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Kate Horner created a post,
Set up a Trigger to Only Send a CSAT Survey if a Certain Custom Field is Set
We want to start using CSAT but would like to see if there is a way that CSAT will only get sent out if the agent selects a specific Custom Field. The reason for this is to prevent users from creat...
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Kate Horner commented,
Thank you!
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Kate Horner created a post,
Creating Custom First Reply Time Brackets
AnsweredI am trying to have this look slightly different but can't figure out the recipe for the custom metric. I would like to break the hours down more: No replies 0-1 hrs 1-4 hrs 4-8 hrs 8-16 hrs 16-24...
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Kate Horner commented,
Hailey Gould I would start a ticket with support to have them remote in then to see what is happening in the report. That is odd that it won't show. Sorry I couldn't be of more help!
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Kate Horner commented,
Hailey Gould I changed the order of my rows to have my Ticket ID's appear after the ticket solved date. 📌I had to use the scroll bar to go all the way over before to see the ticket ID. By changing ...
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Kate Horner commented,
Hailey Gould Try changing the filter at the top to "Ticket Solved - Date"What do you have in your Metrics and rows?
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Kate Horner commented,
Hailey Gould Try it this way
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Kate Horner commented,
Zendesk Zendesk Team Zendesk DevsAn ETA would be great. This bot creates a horrible experience for the end user. It needs to have: Go back a step Go back to the beginning Search the entire help ce...
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Kate Horner created a post,
Manager Visibility - Trigger Alert for tickets left open too long
I have been working with my agents to make sure they are reviewing/responding and closing out their open tickets but it has been a struggle. I don't have time to review everyone's tickets and want ...