Gerald Crawford
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Activity overview
Latest activity by Gerald Crawford-
Gerald Crawford created a post,
SLA Recommendation Hover Over
Currently when you hover over the Next SLA Breach in a view you get the date and time of the next breach. It would be nice to include what breach is next to be broken. That way an agent can just h...
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Gerald Crawford created a post,
SLA Recommendations
So I have been playing around with the Zendesk built in SLA and I have discovered some issues in regards to SLA's 1) There needs to be an SLA tab for tickets with no priority. I discovered that if ...
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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 created a post,
Concerns with regard to users and multiple organizations
Exploring some of the features of Zendesk and saw that you can have users belong to multiple organizations and I thought "hey this is great". As we deal with contractors that can be associated to d...
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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...