Mari-Liis

1. Chat
2. ...
3. Agent guide
4. Setting your availability status

Hi Brett,    I have a question about setting up the chat. I'm using assigned routing and allow 5 chats max per agent at the same time.  When the agent has reached the 5 chat limit, the agent's stat...

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• Mari-Liis
• Created August 28, 2019 12:00
• 0 votes

1. Support
2. ...
3. Support billing and account settings
4. What time zone applies to my business hours?

Hi Joe,  Thank you for the explanation and the tip.  Best,  Mari 

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• Mari-Liis
• Created August 26, 2019 08:28
• 0 votes

1. Support
2. ...
3. Support billing and account settings
4. What time zone applies to my business hours?

Hello! I've set up business hours for 1 of my support numbers: 8AM- 8PM EST. I tried calling this number outside of business hours and the settings seem to be correct.  Though when I ran a query in...

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• Mari-Liis
• Created August 20, 2019 07:47
• 0 votes

1. Talk
2. ...
3. Managing Talk
4. How does Zendesk Talk handle inbound calls from callers with no caller ID?

Hi Brett,    Yes, we're using this practice already (call blocking) but I don't know how to apply it when the number is "unknown" (not available).    Thanks, Mari-Liis 

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• Mari-Liis
• Created August 20, 2019 07:21
• 0 votes

1. Community
2. Support - Insights and Reporting Q&A
3. Tracking total tickets handled per agent (per hour)

Hi Graeme,  Thank you for the clarification! My agents leave most of the tickets pending because they wait for clarification from a user.  When there is no reply from the user, the ticket will be s...

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• Mari-Liis
• Created August 16, 2019 08:36
• 0 votes

1. Chat
2. ...
3. Configuring the Chat widget
4. Restricting the Chat widget by country or domain

Hi Brett,    We use an outsourced company who is taking care of the chat using Zendesk chat tool (they don't use VPN). Though from this specific county we also receive spam and would not like to se...

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• Mari-Liis
• Created August 15, 2019 13:50
• 0 votes

1. Community
2. Support - Insights and Reporting Q&A
3. Tracking total tickets handled per agent (per hour)

Thank you so much, Graeme! :)  If I want to provide feedback to my agent then I can say the number I see under Agent updates I assume?  Tickets updated gives me a number 204 and agent updates 239. 

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• Mari-Liis
• Edited August 15, 2019 12:47
• 0 votes

1. Community
2. Support - Insights and Reporting Q&A
3. Tracking total tickets handled per agent (per hour)

Hi Graeme,  Would that be a correct set up:   I've also tried:  Dataset: ticket updates  Metric: count (agent activities)  Update Hour & date  Updater name    I see quite different results compare...

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• Mari-Liis
• Created August 15, 2019 09:52
• 0 votes

1. Talk
2. ...
3. Managing Talk
4. How does Zendesk Talk handle inbound calls from callers with no caller ID?

What would be the best practice for blocking these callers? We receive plenty of spam calls from an unknown number and I would like to "mark the ticket as spam" with a hope that it will block this ...

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• Mari-Liis
• Created August 14, 2019 09:16
• 0 votes

1. Support
2. ...
3. Workflows
4. Enabling and disabling ticket tags

Hi,  I have a question as well- does automatic ticket tagging apply also to talk and chat tickets?  Thank you in advance,  Mari 

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• Mari-Liis
• Created July 10, 2019 15:43
• 0 votes