Terry Knox
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Activity overview
Latest activity by Terry Knox-
Terry Knox commented,
It's particularly galling to see this request still languishing in the doldrums, given that the plan for the much-vaunted and long-awaited "live" dashboard (showing Support, Chat and Talk data in o...
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Terry Knox commented,
It has blown my mind that this is a thing. I keep trying to move to Explore from GoodData, but then I hit stuff like this :(
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Terry Knox commented,
This is must have functionality for reporting! Surely setting agent KPIs around SLA adherence is pretty basic stuff?
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Terry Knox commented,
@All: At the recommendation of our account manager, I've added a Guide feature request. Feel free to chip in: https://support.zendesk.com/hc/en-us/community/posts/360029781293-Improvements-to-Rapid...
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Terry Knox created a post,
Improvements to Rapid Resolve
Rapid Resolve (see here if you don't know what this is) is currently not as useful as it could be. I think that the following changes would make it a more useful tool: The Rapid Resolve "did this...
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Terry Knox commented,
This is a really weak response to the concerns being raised by people in this thread. As it stands, the Rapid Resolve functionality is severely flawed: Agents can solve tickets by clicking on the...
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Terry Knox commented,
We also don't seem to have interactions showing.
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Terry Knox commented,
^^^THIS^^^ We have thousands of Light Agents, so the People listing is basically useless.
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Terry Knox commented,
What Craig Willis said! It would be awesome to be able to exclude specific articles.
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Terry Knox commented,
We're in the same boat as Daniela - is there any planned reporting/functionality to deal with reopens, or do we just need to account for these situations in our own processes and reporting?