David
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Last activity
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Activity overview
Latest activity by David-
David commented,
Thanks for the help Stephen - using the Severity custom field as a condition to set up a separate SLA Policy for each of the Custom Severity levels was the piece I was missing. That should be enoug...
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David created a post,
SLA by Severity please? (not Priority)
When just about every organisation manages their SLA responses by Severity, why does the SLA feature in Zendesk only allow us to define response targets based on the field that is called 'Priority'...
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David commented,
That sounds promising (if a little inelegant) - I will give it a try. Thanks very much Chandra - I appreciate your help.
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David created a post,
Periodic cc on tickets (i don't need every update sent to my email - just a summary per hour/ day)
I run a small team of agentsoften there are particular tickets they need need to keep me in the loop on using cc email A problem occurs when there is a to-and-fro dialogue between agent and custome...
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David commented,
Thanks Jacob - I'll give that a try - looks promising
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David created a post,
Views - should differentiate public response dates vs internal note dates
When creating a view to identify tickets which have not been updated in the last X days, there doesn't seem to be any way to differentiate between public responses and internal notes. I want to se...
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David created a post,
Views - should have a 'Save and Open' option
When creating a new View, there should be an option to 'Save and Open' - navigating straight to the results. I create a new view because I need the information - it is tedious to then be sent back ...