Colleen Hall
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Total activity247
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Last activity
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Member since
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Following1 user
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Followed by7 users
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Votes47
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Subscriptions128
Articles
Recent activity by Colleen Hall-
Deactivating automatic tracking for agents
Automatic tracking is activated by default for all agents. There may be some users whose Zendesk activity you don't want to track, for example, managers. If you decide not to track a specific agen...
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Tymeshift workforce management resources
Tymeshift is Zendesk's workforce management (WFM) solution. Tymeshift improves the predictability and efficiency of customer service organizations through its wide range of planning, scheduling and...
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Filtering tickets in a view to refine results
What's my plan? Fastpath: Views icon () in the sidebar Views are a way to group tickets based on certain criteria. You can access your views list and open any view t...
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Defining group SLA policies for internal teams
What's my plan? Fastpath: Admin Center > Objects and rules > Business rules > Service level agreements Group SLAs are separate policies between your internal ...
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About SLA policies and how they work
What's my plan? Fastpath: Admin Center > Objects and rules > Business rules > Service level agreements A service level agreement, or SLA, is a policy you define...
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Using SLA policies
What's my plan? Fastpath: Admin Center > Objects and rules > Business rules > Service level agreements A Service Level Agreement, or SLA, is a policy you define ...
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Merging organizations (beta)
What's my plan? Note: The ability to merge organizations is currently in an open beta and not all functionality is available yet. If you try out merging organizations, share your...
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Using @mentions
What's my plan? Agents and admins can add other agents to the tickets using @mentions. End users can't be @mentioned. Light agents and contributors can't use the @mentions feature because...
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What's new in Zendesk: November 2023
Click Follow in the What's New section to be notified each month when the What's New is published. Check out what's new in the last month: Support Explore Guide Account Agent guide Social Messag...
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Understanding CCs and followers
What's my plan? Note: This article describes an updated CCs and followers experience. If your account was created before May 2019, you might need to migrate to this updated experience. Yo...