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Larry Click's Avatar

Larry Click

Joined Aug 11, 2022

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Last activity Oct 01, 2024

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ACTIVITY OVERVIEW

Latest activity by Larry Click

Larry Click created a post,

Post Q&A - Tickets and email

I'm wanting to make a trigger or automation work with the condition that the requester phone number is blank. I have a “Call Needed” Open status but if there is no phone number in the user record, I'd like to close the ticket.  This is after asking for more information from the customer with no response. 

Posted Oct 01, 2024 · Larry Click

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Larry Click commented,

CommentExplore recipes

I'm looking for that as well

View comment · Posted Aug 21, 2024 · Larry Click

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Larry Click created a post,

Post Feedback - Voice (Talk)

Thank you for adding the ability to select the outbound line when calling from within a ticket: https://support.zendesk.com/hc/en-us/articles/7390824073626-Announcing-general-improvements-to-the-Talk-call-console

 

We would like to be able to choose a default line.  My reps are regionalized and it would save time to be able to have the one they use most chosen ahead of time rather that having to choose it every time they call because they end up using the outbound line within their region most. 

Posted Aug 09, 2024 · Larry Click

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Larry Click created a post,

Post Discussion - Tips and best practices from the community

I'm trying to measure worked time per hour for my work-from-home reps.  I have two measures that go into this.

Tickets per hour.  Easy enough to get hours worked from our time clock system and divide the number of tickets completed by the hours to get TPH.

Total Handling Time is a measure that comes directly from Explore using the recipe found here: https://support.zendesk.com/hc/en-us/articles/6756291938330-Explore-recipe-Time-Tracking-app-Measuring-ticket-handling-time

So theoretically if you take the tickets per hour and multiply that by the total handling time, you should come up with total worked time per hour.

Example: 6 Tickets Per hour x 9 minutes ticket handling time = 54 minutes of worked time in an hour.  The issue I have is that sometimes an agent will have more than 60 minutes (like 66!) worked per hour using this formula. Sometimes an agent will have way less than that i.e. 5TPH x 7.5THT = 39.3 minutes worked . 

So where does this break down?  Is Ticket Handling Time to be trusted for this?

 

 

Edited Aug 08, 2024 · Larry Click

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Larry Click commented,

Community comment Feedback - Admin Center

Yes me too.  Exporting the CSV log is too large for Excel so there is no way to use this.  Our system started in 2019.  It cuts off the data in July of 2023 with 1,048,576 lines.  I can't get to recent events. 

View comment · Posted Jul 12, 2024 · Larry Click

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Larry Click commented,

CommentWhat's new in Zendesk

Not seeing the increased number of views.  Mine are still cut off after 12. How do enable this?  Couldn't find this anywhere.

View comment · Posted Oct 02, 2023 · Larry Click

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Larry Click commented,

Community comment Feedback - Reporting and analytics (Explore)

Trend line color is available in the "Colors" but thickness of the line (or stroke) is not adjustable.  I would like that to be adjustable. 

View comment · Posted Aug 15, 2023 · Larry Click

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Larry Click commented,

CommentTicket management

We have that in place, but with no selection for public reply you cannot type it in

View comment · Posted Aug 08, 2023 · Larry Click

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Larry Click commented,

CommentTicket management

This is broken.  When a user calls we don't necessarily have an email. We can answer via text, but it isn't allowed?  This means we have to make an unnecessary new ticket just to be allowed to send a text message.

View comment · Edited Aug 08, 2023 · Larry Click

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Larry Click commented,

CommentTicket management

If a ticket comes in via voicemail on Talk, there is no way to switch to Text as there is no selection available for Public Reply.

View comment · Edited Aug 08, 2023 · Larry Click

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