Brandon Tidd
Self-Appointed Zendesk Admin and Customer Champion. Born and raised in Cleveland, Ohio. Lover of life, and cats.
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Total activity360
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Last activity
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Member since
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Following3 users
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Followed by2 users
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Votes15
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Activity overview
Latest activity by Brandon Tidd-
Brandon Tidd commented,
HI Dawn Anderson, Happy to help here! There is a good chance that you are averaging to 1 reply per ticket. To confirm, from the Support Tickets Dataset, you're going to want to use the metric AVG...
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Brandon Tidd commented,
Hey Elizabeth Phelan - I actually know of a pretty nifty work-around for this very issue using a standard calculated attribute! To start, open a new query in the dataset you're trying to work with...
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Brandon Tidd commented,
Hi Sarah Bonoff - Sorry to hear your Agent is having difficulty! A couple things might be at play here - though the most likely culprit is her Internet connection. You might want to have her run ...
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Brandon Tidd commented,
Gracias por aclararlo. Creo que es posible que el equipo de soporte deba mirar más de cerca. Haré que creen un ticket. ¡Gracias!
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Brandon Tidd commented,
Hola Jhonfer c - ¿Creaste la marca recientemente? En ocasiones, los datos de Explore pueden retrasarse.
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Brandon Tidd commented,
Building on this - a popular way to do this is for the agent scripting to say "This is Agent Name calling on a recorded line." This method decreases the chances that the caller will disconnect whe...
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Brandon Tidd commented,
Building on this - you can choose to forward Talk calls to an agent's desk within operating hours, which will ring their handset regardless of the condition of the browser, as long as they have set...
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Brandon Tidd commented,
Hi Maddy Greenburg The easiest way to achieve this workflow is to toggle to the "Overflow" tab in the settings for the line you wish to route outside of your posted schedule. From here, you can de...
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Brandon Tidd commented,
Akhter, Shahroze - Thanks for the additional information. That is certainly strange! I've noticed that you're using the filter call - month, presumably to get this month's (or last month's) data....
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Brandon Tidd commented,
Akhter, Shahroze - Assuming you have the filter adjusted to filter only "Call Outside Business Hours? TRUE," I'd like to see if your schedule allows for calls to come in "outside of business hours"...