Fiona W

1. Zendesk Suite
2. Using Built by Zendesk apps
3. Installing and Using the Five Most Recent app

Thanks for making this quick fix, Chris! Much appreciated. Looking forward to disabling the other two views all together in the future. 

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• Fiona W
• Created July 29, 2021 21:41
• 0 votes

1. Zendesk Suite
2. Using Built by Zendesk apps
3. Installing and Using the Five Most Recent app

Until yesterday, this worked great. Today, it has the three options: tickets, users, organizations. The last two are irrelevant for my business and we only want to see tickets by default without ha...

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• Fiona W
• Created July 29, 2021 16:33
• 2 votes

1. Support
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

Thanks for your quick reply, Brandon Tidd. I see what you mean about the SLA being customer-facing as opposed to a way of measuring agent performance. Thanks!

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• Fiona W
• Created July 13, 2021 23:28
• 0 votes

1. Support
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

I have agents on different schedules but our business hours are set separately (so an agent might work 9-5 but we are open for longer than that). How can I make it so that the SLA doesn't penalize ...

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• Fiona W
• Created July 13, 2021 22:49
• 0 votes

1. Support
2. ...
3. Web Widget
4. What text and icon will show on my widget launcher when my customer first loads my website?

Not sure if/how to change this but on mobile, this icon shows in the bottom right but when you tap on it, the pop up offers article search. As a user, I would think the speech bubble would bring up...

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• Fiona W
• Created April 15, 2021 16:47
• 0 votes

1. Support
2. ...
3. Reporting
4. Analyzing your Net Promoter Score℠ (NPS) survey results

Is there a way to analyse comments by keyword either by manually tagging or having some kind of keyword/topic frequency report? 

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• Fiona W
• Created March 23, 2021 17:38
• 0 votes

1. Support
2. ...
3. Reporting
4. Understanding ticket reply time

We have the agent workspace activated in Support so that chats are dealt with through Support too. Does this metric include or exclude chat tickets? I'm thinking they would skew the data since chat...

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• Fiona W
• Created March 10, 2021 22:39
• 0 votes

1. Community
2. Feedback on Guide
3. Allow articles to be posted to multiple sections

+1 would be great to have more flexibility to have sections show up in multiple places so the customer can easily find the info they need where it might be relevant

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• Fiona W
• Created December 16, 2020 22:07
• 2 votes

1. Guide
2. ...
3. Working with articles in the knowledge base
4. Setting reminders to review and verify articles

Is there a way to turn off the email? I don't want to get the email all the time but I want to have the rule so that I can check in on it and review the articles.

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• Fiona W
• Created November 25, 2020 00:19
• 0 votes

1. Community
2. Feedback on Support
3. Send Email Notifications to Secondary Emails in Support

I would love this too! Users often email us from different email addresses to the one they checked out with and I would like to be able to reply to the one they emailed us from.  Thanks

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• Fiona W
• Created November 20, 2020 16:56
• 2 votes