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Ollie Laver

Joined Apr 26, 2024

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Last activity Jul 30, 2024

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Latest activity by Ollie Laver

Ollie Laver created a post,

Post Q&A - Help center and community

Hi, 

 

Our office hours are Monday to Friday and therefore our Monday's are always a lot busier than Tues-Fri due to the weekend backlog of tickets. 

 

The vest majority of our breached SLA tickets happen on a Monday as a result. 

 

Ideally I want different SLA targets for a Monday to reflect the higher volume of work we have to get through. 

 

Can anyone advise the best workaround to achieve this?

Posted Jul 30, 2024 · Ollie Laver

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Ollie Laver commented,

Community comment Feedback - Ticketing system (Support)

@... Hi Sean, just reaching out for an update on this thread.  

 

Are you able say what Q this update will implemented? And do you have any suggested workarounds for now? 

View comment · Posted May 22, 2024 · Ollie Laver

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Ollie Laver commented,

CommentMeasuring success

Does the “next time reply” timer still run if we don't reply to the customers latest correspondance but pend a ticket straight away? 

View comment · Posted May 09, 2024 · Ollie Laver

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Ollie Laver commented,

Community comment Feedback - Ticketing system (Support)

Barry Neary Are you able say what Q this update will implemented? And do you have any suggested workarounds for now? 

View comment · Posted May 08, 2024 · Ollie Laver

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Ollie Laver created a post,

Post Feedback - Ticketing system (Support)

Currently,  if a customer leaves a voice message or abandons a call, Zendesk determines that the call has ended and removes it from the omnichannel routing queue.  This means that voicemail and abandoned call tickets do not get auto assigned to agents and have to be manually monitored and manually assigned instead. 

 

It would be much better if these tickets remained in the omnichannel routing queue and auto assigned to agents. 

 

 

Posted Apr 26, 2024 · Ollie Laver

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