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Jen C.

Joined Nov 02, 2022

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Last activity Oct 07, 2024

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Latest activity by Jen C.

Jen C. commented,

CommentUsing the knowledge base in Help Center

As the author of this article, Jennifer Rowe, can you provide any help with this? I have added sections within section; however, end-users are seeing “empty” when there are sections created within the Clinical Resources by Topic…How do I get the sections within this section to be listed? Thank you for any support with this!

 

View comment · Posted Oct 07, 2024 · Jen C.

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Jen C. commented,

Community comment Feedback - Ticketing system (Support)

@...

I have the same inquiry re: "Our final release of the year will deliver the ability to customize what activates and fulfills SLA metrics, including the ability to make sure reply time SLAs apply to agent-created tickets."

My team is mostly responsible for agent-created tickets and need the reply time SLA for KPIs and to help with capacity planning.

View comment · Posted Nov 14, 2023 · Jen C.

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Jen C. commented,

CommentMeasuring success

Hi Zendesk,

This article states, "An agent creates a ticket. Timing starts when the ticket is created and ends at the agent's next public comment."

We are trying to track when an agent (requestor) from one team creates a ticket that is for another team to solve. Once the ticket is assigned to an agent from team and they respond via public comment, is "first to reply" tracking how long it took for the assigned agent to respond to the agent who created the ticket? 

My specific team is fairly new to ZD so trying to build out our processes and reporting. Thank you!

View comment · Posted Nov 02, 2022 · Jen C.

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