Aaron Elliott
Customer Support Team Lead
- Total activity 50
- Last activity
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- Votes 15
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Activity overview
Latest activity by Aaron Elliott-
Aaron Elliott commented,
Just tried to implement this and it was an epic fail. Role based options is not suitable for our use. To use the feature we would require the following to be an option with setup. 1. Play feature ...
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Aaron Elliott commented,
+1 vote for me too. I believe this to be a major flaw in the way the pending status works with SLAs. I also have scenarios where we are waiting on further information on from a customer, but the la...
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Aaron Elliott commented,
Any bulk license management would be great. Even the ability to assign a license to all agents in a group. That way, everything can be managed at a group level, rather than agent.
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Aaron Elliott commented,
This is great. Hopefully it will help increase our answer bot resolution rate and uptake in our article usage.
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Aaron Elliott commented,
While I don't have this exact scenario, I can see where some logic like this would be useful. Possibly with the use of custom form query, which could search the support ticket field or send a reque...
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Aaron Elliott commented,
I think this is a great idea. This will help drive users to the community.
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Aaron Elliott commented,
Hey Jackie, Sorry for the late reply. I'm not sure if you can get exactly what you're after. The insights recipe will give you the number of public and private replies by agent. You can filter this...
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Aaron Elliott commented,
Hey Jackie. You could probably try this insights recipe to track an agent's public and private interactions over a set time. https://support.zendesk.com/hc/en-us/articles/203664196-Insights-recipe-...
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Aaron Elliott commented,
If it's two different ticket fields, they can't have the same tag. I use a variation of the tag, ie order_status_1. The main problem with different tags is the reporting. You can use a custom metri...
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Aaron Elliott commented,
Hi, Has there been any progress on this suggestion. We are looking at changing our NPS option to Zendesk but this is a major limitation and would not be a suitable solution. Can we please get an up...