Recent searches


No recent searches

Evan Woodbury's Avatar

Evan Woodbury

Joined Oct 11, 2024

·

Last activity Feb 25, 2025

Following

1

Followers

0

Total activity

25

Votes

9

Subscriptions

11

ACTIVITY OVERVIEW

Latest activity by Evan Woodbury

Evan Woodbury commented,

Community comment Q&A - Reporting and analytics

I've noticed the approach of making a calculated attribute works well if your report only has one metric, but doesn't work as well if you have multiple metrics since excluding the 0 values will exclude the entire ticket and therefore exclude it from other metrics. Another approach is to just return a null value for that particular metric by using a calculated metric as shown here: 

 

IF (VALUE(On-hold time - Business hours (min)) = 0)
THEN 
  NULL 
ELSE 
 (VALUE(On-hold time - Business hours (min)))
ENDIF

View comment · Edited Feb 14, 2025 · Evan Woodbury

0

Followers

0

Votes

0

Comments


Evan Woodbury commented,

CommentBusiness rules

This says that {ticket.created_at} should not include the year if the ticket was created in the current year. I just used this placeholder for a ticket that was created today (1/14/2025), and the output did include the year. I also tested for a ticket created yesterday and it still included the year (example below). The “Don't include the year if the year = current year” feature seems to be broken. 

View comment · Edited Jan 14, 2025 · Evan Woodbury

0

Followers

0

Votes

0

Comments


Evan Woodbury commented,

CommentRouting

Thanks Barry Neary. Other features of the OOO app that we'd like to see replicated include the ability to set group restrictions on the feature to limit impact and accidental misuse. We'd also like the ability for non-admins to update their own OOO status. We'd also like to ensure that non-adminds can change their own OOO status so tickets can be unassigned - right now only admins can do that.

If you're considering adding the ability for open tickets to reassign when an agent goes offline, our team would require this to be toggled to only when they are actually OOO, rather than just offline for the night. In current state we love that tickets will stay in the Partners name if they are offline and only reassign if they set their status to OOO. Happy to discuss our use case more if needed. 

FYI, it was noted previously that if we turn off the brownser monitoring feature and close our browser, or status would remain until our security settings (Team member session expiration) automatically logged us out. We utilize SSO.  We noticed our agent statues did not change to offline when a Partner was offline for 18+ hours, which is greater than what we have our Team member session expiration security settings at. This made it look like if someone set their status online, they would stay online forever. I plan to open a support ticket to look into this. 

View comment · Edited Dec 26, 2024 · Evan Woodbury

0

Followers

0

Votes

0

Comments


Evan Woodbury commented,

CommentRouting

Loving the Omnichannel + Skills Routing Features
Nice job, Zendesk team! We're currently using Omnichannel Routing for email and web form tickets, as we don’t yet utilize talk or messaging tickets.

Some feedback based on our experience: 

Skills Timeout Not Available in Business Hours
The skill priority and timeout feature is really cool, but we’re unable to fully leverage it since the “Timeout” setting only works in calendar hours. This limitation forced us to create additional complexity using automations, triggers, and primary/secondary skills groups to replicate a workflow where skills are dropped if no matching agent is found within a specified number of business hours.

Would Appreciate a Warning in Omnichannel Routing Settings
When enabling both the “Turn on reassignment for reopened tickets” and the “Reassign tickets through queues” features, we discovered that the reassignment functionality applied to all email tickets, even those without the Omnichannel routing tag. This was noted in one of the help guides but was easy to miss, and it caused a significant issue during rollout. A warning message within the settings UI would have been very helpful to catch this before deployment.

Integrating OOO App Features with Agent Status
It would be great if the OOO app features were integrated directly into the “Agent Status” functionality. Managing statuses in two separate places creates a strange and inefficient workflow for both agents and admins.

Thanks to the Zendesk team for your ongoing improvements to Omnichannel Routing!

Evan Woodbury
Senior Process Engineer, Direct Supply
Milwaukee, WI

View comment · Edited Dec 11, 2024 · Evan Woodbury

0

Followers

0

Votes

0

Comments


Evan Woodbury commented,

Community comment Q&A - Tickets and email

Hi Brett Bowser

 

Please see this example of the ticket counter issue. It shows 1 ticket is in the view each time the user refreshes, but then it will show 0 tickets once the user enters the view. Let me know if you cannot access this video and I can share it another way. Thanks!

 

Bad ticket counter video link. 


Evan Woodbury

Direct Supply

View comment · Posted Nov 18, 2024 · Evan Woodbury

0

Followers

0

Votes

0

Comments