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Ulugbek M.
Joined Dec 26, 2022
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Last activity Mar 13, 2023
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Latest activity by Ulugbek M.
Ulugbek M. commented,
Thank you.
View comment · Posted Mar 13, 2023 · Ulugbek M.
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Ulugbek M. created a post,
Good day.
I have a question.
The situation is like this.
- an end-user creates a ticket,
- Agent 1 replies within 25 seconds (so FRT goes to Agent 1)
- Agent 1 puts the ticket to 'On-hold' status
- Agent 2 replies to the ticket and solves it
- the ticket is assigned to the Agent 2
Then I create a report and I see that FRT metric is reflected to the Agent 2, rather than Agent 1.
Example:
First reply time – 25 sec
Assignee – Agent 2
And I assume that Agent 2 has replied to the ticket within 25 secs and it is not true.
Does anyone has an idea how to separate FRT so that I could see in a Report the actual list of agents performed on the FRT metric and not the ones who solved the ticket?
Edited Mar 10, 2023 · Ulugbek M.
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Ulugbek M. commented,
Eric Nelson, Sure, thank you.
View comment · Posted Mar 09, 2023 · Ulugbek M.
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Ulugbek M. created a post,
Sometimes we get 'Android User e18efebe087ffbd5e93b6042' in a messaging ticket created by a customer.
Any advice?
Posted Mar 09, 2023 · Ulugbek M.
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Ulugbek M. commented,
Good day.
Is Zendesk planning to separate message status as a stand alone attribute for messaging? It seems to be more convenient to find a workaround or the best solution by using that kind of attribute rather than using Continuous conversations. For my case Continuous conversations feature disrupts the logic of the bot-flow by interfering into the 'When closed' flows of the bot by suddenly sending a message requesting an email. Moreover this message cannot be amended in any way, which also shrinks the way it can be efectively used.
And for @https://support.zendesk.com/hc/en-us/profiles/1263758747090-Sara the trigger is supposed to work only when the Department is offline by default. However you might try to amend it in the Chat's 'Trigger' section.
View comment · Posted Dec 26, 2022 · Ulugbek M.
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