yanko.chakarov
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Total activity120
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Last activity
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Activity overview
Latest activity by yanko.chakarov-
yanko.chakarov created a post,
Ability for more than one person to view a report in Explore
Hi, We would like to have the reports in Explore accessible to more than 1 person at a time. At the moment, when someone is inside a report and another person tries to open the same report he/she s...
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yanko.chakarov created a post,
More data to be added to "Team members" page
Hi, Please, consider adding more agent-related data to the "Team members" page (Admin -> People -> Team -> Team members) as in most of our use-cases we have to go through each agent account one by ...
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yanko.chakarov created a post,
"Good initial satisfaction rating" and "Bad initial satisfaction rating" Metrics - Inconsistent Formulas
Hi, Recently we spotted that the two Explore metrics called "Good initial satisfaction rating" and "Bad initial satisfaction rating" do not include in themselves tickets where the satisfaction rati...
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yanko.chakarov commented,
Hi Edwin, Thank you for the suggestion. The issue with it is that with triggers or automations we would automatically send the Side Conversation - while we just want the "To" field pre-filled (with...
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yanko.chakarov created a post,
Different Macro Behavior Based on Conditions ("Dynamic" Macros)
Hi, Is it possible to consider the possibility of adding a "dynamic macros" so to speak. What I mean by that will get more clear by our use case example: we need to have a macro that creates a Side...
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yanko.chakarov created a post,
"Average Leg Answer Time" Metric Creation
Hi, Recently we stumbled upon the need to have a metric that give us the average amount of time an agent is being waited before answering a call. Such metric is not actually present because we only...
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yanko.chakarov created a post,
CC and BCC Fields When Creating Side Conversations via Macros
Hi, When agents use Side Conversations via the ticket view they have the option to fill in the following field: To: CC: BCC: When we are creating a macro that the agents can use to create Side Con...
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yanko.chakarov commented,
Zendesk, You have to understand how difficult you make our lives at work with not delivering on your promises. We as Zendesk administrators are the "face" of this product inside our companies, so ...
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yanko.chakarov commented,
Hi Jessica, What if the end-user listens to the whole Greeting (Voicemail off) message? What will be the status? It does not make sense to be marked as "Completed" if there is no connection with an...
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yanko.chakarov created a post,
Ability to Use Phone Numbers as Conditions in Triggers/Automations
Hi, We would like to have the option to use Talk lines numbers in business rules conditions, similarly to "Receive at" condition for emails: We would like to create a view for calls that were direc...