Gerald Crawford
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Last activity
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Activity overview
Latest activity by Gerald Crawford-
Gerald Crawford commented,
Thank you Heather.Understood completely what I can do as a work around. Problem is that every time you create another trigger, or another automation you are creating more work for your server to ma...
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Gerald Crawford commented,
So I wanted to setup a notification to go to my team to respond every hour if a ticket has not been assigned. There are some things that may not have SLA requirements associated with them but they ...
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Gerald Crawford commented,
Thank you Amie
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Gerald Crawford commented,
James again thank you for your feedback. I would imagine that Zendesk put in a time tracking SLA because it is common to create internal SLA for ticket lifecycle. And it is a very useful SLA to mea...
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Gerald Crawford commented,
Thank you for the quick response James.Let me follow up then. So what exactly is the Agent Work Time metric actually keeping track of? Max said he wanted to see how long a ticket stayed in the New ...
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Gerald Crawford commented,
@JamesYou said SLA's would not be a good place to approach the measurement of the amount of time a ticket is in the New and Open status. If that is the case then why has Zendesk created the metric ...
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Gerald Crawford commented,
So I read through this section and saw the following: "The first reply time metric is not applied to tickets created by agents, unless the ticket is created through a private comment" I was a littl...
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Gerald Crawford commented,
Ok so I have a question as to the functionality here. Above it is stated: "When you remove a user from an organization, any tickets that are less than closed, and are associated with that user and ...
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Gerald Crawford commented,
+1 for this request. Seems like a very simple thing to incorporate. And one obviously needed. Pointless to have Internal/External comments if you are unable to filter that when printing as well. T...
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Gerald Crawford created a post,
Designated Support Contacts
AnsweredOur organization supports companies, but only through designated support contacts. Most companies have multiple support contacts within their organization. What we need is a way that the support c...