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![Carl's Avatar](https://support.zendesk.com/system/photos/6239972914586/avatar-1696841973.jpg)
Carl
Joined Jan 26, 2022
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Last activity Jul 05, 2024
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Latest activity by Carl
Carl commented,
If I enable the auto-release capacity and the ticket with the open status is transferred to another group for follow-up, the system will also mark it as pending. In that case, the next agent in another group cannot follow up. How can we prevent that?
View comment · Posted Jul 05, 2024 · Carl
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Carl commented,
I believe Zendesk previously provided a service that automatically translated agents' replies to the end user's language, but they have discontinued that now. It seems it just started two weeks ago.
View comment · Posted Jul 04, 2024 · Carl
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Carl created a post,
We need to count:
- One-touch call end-users: only call us 1 time within one week.
- Two-touch call end-users: only call us 2 times within one week.
- Three-touch call end-users: only call us 3 times within one week.
- Four-touch call end-users: only call us 4 times within one week.
- Five-touch call end-users: only call us 5 times within one week.
- 5-10 call end-users: only call us more than 5 times but less than 10 times within one week.
- 10 call end-users: only call us more than 10 times within one week.
How should I write the formula?
Posted Oct 31, 2023 · Carl
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Carl commented,
hope we can have this update.
View comment · Posted Oct 31, 2023 · Carl
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Carl created a post,
I want to find out how many messaging tickets was closed without end- user's reply when they transfer to the agents.
Posted Oct 31, 2023 · Carl
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Carl created a post,
I'd like a setting to prevent the agents from solving the messaging without a last reply to a customer. Can we control that?
Posted Oct 12, 2023 · Carl
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Carl commented,
Yes, we need the same option.
If we enable the [Remember History] feature, customers won't have to start over every time they close the window to provide screenshots or videos. That's what we need now.
View comment · Posted Oct 09, 2023 · Carl
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