Rob Baker
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Activity overview
Latest activity by Rob Baker-
Rob Baker commented,
Thanks for the search filter Graeme!
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Rob Baker commented,
@Jay, Try https://[your_subdomain].zendesk.com/agent/users/[agent_id]/ccs Not a view per say, but also not universally known.
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Rob Baker commented,
I would prefer that we not mix the two issues. One has do to with a definite false negative CSAT score problem--that in every instance users we have followed up with have no idea what we are talki...
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Rob Baker commented,
What an astute observation Tal! Here is the distribution of events by minute of confirmed false negatives for us: 001100 That definitely looks like a statistical anomaly that would contradict the ...
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Rob Baker commented,
To add to what Karie has mentioned, and I had stated previously, we now see a full 50% false negative in our CSAT using built-in Zendesk surveys. Although our members aren't bonused on CSAT, we to...
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Rob Baker commented,
Per Chris's note above, having problem_id exposed in ticket data would be nice. Then the problem views could simply be defined based on that, and controlled outside of the built-in problem view--w...
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Rob Baker commented,
That's great to hear Nicole! I would imagine anyone on a pro or enterprise subscription has run in to any number of those 50 related view asks!
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Rob Baker commented,
Is there an update here? I used Lovely views on a previous ZD instance that I was administrating because we had role specific shared views, in additional to operational views, personal views, prob...
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Rob Baker commented,
The current incident view associated with problems is not useful for us at all. Part of using problem tickets for the purpose of platform Incident Management is to assess the scope and impact as w...
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Rob Baker commented,
Thanks for the reply Nicole. TBH, as painful as it is to handle these small number of false negatives, I much prefer that over the behavior having the opposite effect where actual bad CSAT gets si...