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InVenture Capital Corporation (Tala)

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Activity overview

Latest activity by InVenture Capital Corporation (Tala)
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    InVenture Capital Corporation (Tala) commented,

    Hi Hannah Meier. Thanks for this. 2 problems. 1. I can't figure out how to filter out automations. We have an automation that changes the status of a Pending ticket to Solved after 12 hours. These ...

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    InVenture Capital Corporation (Tala) commented,

    Hi Ryan. Can you define Agent Engagement percentage? What's your numerator and denominator?

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    InVenture Capital Corporation (Tala) commented,

    Hi Devan - Community Manager. Right now all of our CX agents are working from home. The managers want to see who is doing how much work and during which hours of the day. Ideally, we would like to ...

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    InVenture Capital Corporation (Tala) commented,

    I would also like to see a solution to this question.

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    InVenture Capital Corporation (Tala) commented,

    Hi Brett. Not exactly what I'm looking for. I understand that the numerator would be 0 (no reply time). My question is whether the denominator would be 1 (it still counts as a ticket) or 0 (it's as...

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    InVenture Capital Corporation (Tala) commented,

    What happens with merged tickets? Example: a customer sends us a ticket (A) via email and then creates a second ticket (B) 5 minutes later for the same item. Two hours later we merge B into A and t...

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    InVenture Capital Corporation (Tala) commented,

    We have ~150 agents. There is no way for our team leads to see how many tickets their team members have skipped today, last week, last month. That's an inexcusable miss by Zendesk. Only Administra...

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    InVenture Capital Corporation (Tala) commented,

    Hi Devan. I understand that this is a Zendesk limitation. But it makes no sense and should be changed. There is no reason why one of our team leads should not be able to see which of their team mem...

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    InVenture Capital Corporation (Tala) commented,

    Is there a way to see skipped tickets for agents if you aren't an Administrator? We have an 80-person team in one of our markets and I don't want to create another 5 Administrators - that's more ri...

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    InVenture Capital Corporation (Tala) commented,

    Hi Nicole. I don't understand what you mean by an overall 65k size limit. How would I be able to see the trigger's size?