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Laurie Schafer

Joined Feb 24, 2023

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Last activity Sep 09, 2024

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ACTIVITY OVERVIEW

Latest activity by Laurie Schafer

Laurie Schafer commented,

Community comment Q&A - Help center and community

Hi,

 

I'm trying to do what Brandon Tidd suggested above (on February 20th)  but I'm not sure how to do it. Can I have more descriptive instructions on this step? 

I believe what needs to happen now is that you need to define [Time stamp hour difference] as a Metric in the dataset (opposed to an attribute).  Then you would build the attribute using the custom metric.  

 

Even better would be if I could get a formula for  these exact brackets:

1 day

2 to 5 days

6 to 30 days

31 to 60 days

61 to 90 days

91 to 120 days

121 to 150 days

151 to 180 days

> 180 days

 

Thank you,

View comment · Posted Jul 24, 2024 · Laurie Schafer

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Laurie Schafer created a post,

Post Q&A - Tickets and email

We are considering allowing customers to select a priority level when entering a ticket. (Currently we choose the priority level internally and the customer cannot adjust it).

Does anyone have a process for their customers to choose priority and have insight or best practices around this?

Posted Dec 08, 2023 · Laurie Schafer

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Laurie Schafer commented,

Community comment Feedback - Apps and integrations (Platform)

I am getting an error with the Outlook integration. It appears to be set up, but I get an error when attempting to create a ticket. When I attempt to "set it up" I receive another error. It is working for others in our company Zendesk domain.

View comment · Posted Oct 10, 2023 · Laurie Schafer

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Laurie Schafer commented,

Community comment Feedback - Ticketing system (Support)

Can Zendesk (or anyone else) comment on why the "ticket description" won't pull through on trigger emails?

I have "ticket.description" as a placeholder in a trigger email that goes to customer requesters and I did not realize this issue until a customer just brought it to my attention. 

The customer is telling me that the section that should have the ticket description is blank when he includes images or attachments in his ticket, but it is not blank when there is not an attachment.

View comment · Posted Sep 01, 2023 · Laurie Schafer

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Laurie Schafer created a post,

Post Q&A - Reporting and analytics

We'd like to lower the priority of tickets once the urgent situation is mitigated, but the concern is the # of urgent tickets will not be captured in reporting. For example, if a customer ticket is initially "urgent" because their system is down, we will lower the priority from "urgent" to "normal" once their system is back up. The ticket will then remain open in "normal" priority during the following investigation and until the issue is closed eventually. How can we lower the priority, but still be able to capture the # of urgent tickets that a customer submitted in history?

Posted Feb 24, 2023 · Laurie Schafer

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