Martin
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Total activity82
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Last activity
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Activity overview
Latest activity by Martin-
Martin commented,
+1 We need this to protect critical data evaluated via triggers based on other input fields. Allowing these 'protected' fields to be edited breaks the integrity of the ticket data.
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Martin commented,
+1 The workaround for agents to reply to the Zendesk update using email (since even the most basic email editor allows coloured text) should not be necessary.
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Martin commented,
Hi there, Can you please clarify on CC's and Followers? The above suggests that you need this add-on to enjoy that feature, but https://support.zendesk.com/hc/en-us/articles/360020925854-What-does...
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Martin commented,
We often put a ticket on-hold when it has been agreed between the customer and ourselves (usually at their request) that there will be a period of no focus on the support request until an agreed, f...
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Martin commented,
I agree with the above comments and would be interested to know how others work around this 'feature'.
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Martin commented,
I would like to see this too - so +1 from me.
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Martin created a post,
Agent Performance reports in Explore - what KPIs are people measuring in Zendesk?
While trying to create a couple of business-defined performance measurement reports using Explore, I found it frustrating that out of the box, there appears to be no reports to measure a team of ag...
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Martin commented,
Thanks for your response, Kay. I am not sure why the values do not match up but yes, some includes tickets also had CSAT so that is rules out. I did some troubleshooting and removing the line AND [...
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Martin commented,
I would also like to add that this will exclude tickets updated with a CSAT after bring solved, since the last update time will <> solved time, breaching the condition: AND [Update - Timestamp]=[Ti...
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Martin commented,
Thanks Kay, that was awesome - really I wish this kind of info was documented (or if it is, it was more available). The query worked but there was an additional twist. The time taken to resolve the...