Jamie Danjoint
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Total activity92
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Last activity
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Member since
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Following0 users
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Followed by0 users
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Votes32
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Activity overview
Latest activity by Jamie Danjoint-
Jamie Danjoint commented,
Hi all, How do I remove time spent in the Solved Status when reporting on Avg time spent per ticket? My numbers are inflated because someone must have left their browser open and the clock just kep...
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Jamie Danjoint commented,
When using the # Tickets Solved metric, if a ticket has been reopened and then marked Solved again, will this show up as 2 tickets solved or 1? Thanks!
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Jamie Danjoint commented,
Hi Schuyler, What does your Action statement look like? Here's what we have:
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Jamie Danjoint commented,
Hi Ben! I have it for updated as well for tickets created by an Agent and marked as Urgent/High after it is created. It drives awareness of high/urgent tickets to the entire Support team. Works for...
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Jamie Danjoint commented,
@Schuyler - we have it set that only High and Urgent tickets kick over to Slack. Here are the filters we have set: Hope this helps!
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Jamie Danjoint commented,
I 100% agree with James. One touch resolution (or First Contact Resolution) is a metric I’ve tracked in many support manager roles, but I’m finding it doesn’t fit for the teams I lead now and I’m o...
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Jamie Danjoint commented,
This has been stated by others, but getting in on this vote: We add a private comment to the ticket if there is information about the user or Organisation that the agent should be aware of. We wer...
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Jamie Danjoint commented,
Is there a way to send different notifications for different slack channels? Also can we send notifications directly to users in Direct Messages?
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Jamie Danjoint commented,
It would be great if the "Permitted business rules and view conditions" table had a column for "View Column". I'm learning that even if a custom field type is available as a View condition, doesn't...
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Jamie Danjoint commented,
I have to say, this is one of the missing functions with Zendesk that surprised me the most. It seems like such basic functionality. We have several customers asking why they can't easily and clean...