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Mateusz S

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Activity overview

Latest activity by Mateusz S
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    Mateusz S commented,

    1. Community
    2. Explore Q&A
    3. Monitoring agent daily connection time to Zendesk

    Hi Jules, seems that your request is related to this long-discussed thread in Feedback on Explore: https://support.zendesk.com/hc/en-us/community/posts/360029583613No action from Zendesk since 2019.

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    Mateusz S commented,

    1. Community
    2. Explore Q&A
    3. Show Table Totals at the Bottom of Columns

    Can someone confirm if "Inverse totals population" option was moved somewhere or revoked?

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    Mateusz S commented,

    1. Support
    2. ...
    3. Reporting
    4. Understanding ticket reply time

    Hi,What's the logic behind the difference between FRT metric we can report on and FRT metric in SLAs?Is there a work around for adding FRT SLA to tickets created with a private comment?

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    Mateusz S commented,

    1. Support
    2. ...
    3. Reporting
    4. Defining and using SLA policies

    Thank you Susan Maher, this is very helpful. Ideally, I would like to work with only one policy, however, this is very important for us that all the tickets haves SLAs applies. Otherwise, tickets a...

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    Mateusz S commented,

    1. Support
    2. ...
    3. Reporting
    4. Defining and using SLA policies

    Hi,I would like to base our SLAs on two metrics: First and Next reply time.1. Is First reply time SLA counted correctly also for tickets with no public comment? E.g. tickets for missed chats with i...

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    Mateusz S commented,

    1. Community
    2. Support Q&A
    3. Prevent Ticket Update from Closing the Tab

    Hello, And is it possible to add switch from 'Close tab' to 'Stay on ticket' as an action in macros?

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    Mateusz S commented,

    1. Support
    2. ...
    3. Agent guide for Support
    4. Creating macros for tickets

    Hello, Is it possible to add as action for some macros a switch from 'Next ticket in view' to 'Stay on ticket'?Our agents need more time on some of the tickets and we use macros just to send a cann...

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    Mateusz S commented,

    1. Chat
    2. ...
    3. Managing Chat
    4. Why does Chat update the assignee or group of an ended chat?

    Hello, is there any update on this? This behaviour is really making it difficult for our frontline agents to escalate tickets since tickets are sometimes reassigned back to agents by Web Service ev...

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    Mateusz S created a post,

    Triggers on chat

    1. Community
    2. Feedback on Chat

    Hi, currently we use triggers to send welcome messages to customers on chat. Is there any chance to use dynamic content to send the message in multiple languages with one trigger?Second feature tha...

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    Mateusz S created a post,

    No missed chat ticket for transferred chats

    1. Community
    2. Feedback on Chat

    Hi, we offer service in 5 languages and chats are sometimes assigned to a wrong department. In this case we use transfer to department option.To spare customers frustration when they see that an ag...

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    • 1 comment
    • 1 vote