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Ken Shampo

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Activity overview

Latest activity by Ken Shampo
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    Ken Shampo commented,

    I think it is best to explain this has nothing to do with performance.  All of our benchmarks are well above the numbers provided by Zendesk.  We just have a new CEO and this is one of the things h...

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    Ken Shampo commented,

    Seems like it would make more sense to to have the agent to ticket ratio to be for the year.  So for us it is 13000 tickets per year (1 to 1000) ratio.

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    Ken Shampo created a post,

    Agents per Ticket/Company

    I have been trying to get information on what the standard agent to ticket or customer ratio is.  I am hoping to get feedback from other Zendesk users to see how we are gauging in that area.  Below...

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    Ken Shampo commented,

    We have different departments that use Zendesk.  Is it possible for us to have a different default form for each group, or agent?  If not is this something on the roadmap?

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    Ken Shampo created a post,

    Full Resolution Time

    Answered

    I have a question on how full resolution time is calculated.  If a ticket is reopened does it count the time the ticket was in a solved status, or does the countdown start back up when it is reopen...

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    Ken Shampo commented,

    We really need this feature as well.  We are trying to sync data between our systems, and it is becoming very difficult when there are many aspects between them that we cannot compare.

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    Ken Shampo commented,

    How do I get the total time on spent on tickets to be hours? I have tried to throw in some /60s in there but it seems I am doing it in the wrong place.

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    Ken Shampo commented,

    First off I want to say I love this.  I noticed this when submitting Zendesk Tickets, and it instantly went on my todo list.  We spend way too much time tracking down customers so this was a great ...

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    Ken Shampo created a post,

    Time Tracking and Good Data Reporting

    We have begun to refocus our efforts on time tracking, but I have difficulty reporting on it.  We want to see how much time our agents are spending on tickets each week, with the eventual goal to b...