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Raida Lopez

Joined May 01, 2024

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Last activity Jan 31, 2025

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ACTIVITY OVERVIEW

Latest activity by Raida Lopez

Raida Lopez commented,

CommentZendesk messaging

That's a really good idea, Nora! This way, we can see the original request, as sometimes customers' ambiguous replies make it harder to support them.

View comment · Edited Jan 31, 2025 · Raida Lopez

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Raida Lopez created a post,

Post Feedback - Chat and Messaging (Chat)

Currently, the count for resolved and unresolved conversations is only available in Insights. Would it be possible to add these metrics directly to the dashboard for easier visibility? This would help streamline reporting and allow for quicker access to key data without needing to navigate to Insights.

Posted Jan 31, 2025 · Raida Lopez

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Raida Lopez commented,

CommentReporting and analytics admin questions

Hi! Does this not work on the report builder? I have a dashboard and see no option to schedule anything. 

View comment · Posted Oct 04, 2024 · Raida Lopez

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Raida Lopez commented,

CommentReporting and analytics for help center

I do not have this dashboard available in my Pro plan. Can you help me?

View comment · Posted Sep 13, 2024 · Raida Lopez

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Raida Lopez commented,

CommentExplore recipes

I'd like to include this report in a dashboard so that I can report on the weekly amount when I search for “previous week” in the dashboard filter. Is that possible? 

View comment · Posted Sep 09, 2024 · Raida Lopez

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Raida Lopez commented,

CommentWriting formulas

I need a syntax to exclude First Reply Time when the agent is the one that initiates the ticket. How can I do this? Thanks! 

View comment · Posted Aug 29, 2024 · Raida Lopez

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Raida Lopez commented,

CommentExplore recipes

Hi there! I have followed these steps, but the report continues to generate tickets that were answered, for example, 500 minutes later. This happens when the customer reaches out outside of our business hours and doesn't receive a first-time reply until the next day. Just to clarify, our business hours are from 7 am to 10 pm, 7 days a week. Can you please guide me through the process of creating a custom report? Thank you!

View comment · Posted Aug 27, 2024 · Raida Lopez

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Raida Lopez commented,

CommentExplore recipes

Is it possible to just see how many tickets agents attached a KB article to? I’m not interested in having the end user “solve” the ticket. I just want to see whether or not/how often agents attach a KB article to a ticket. What recipe should I follow? 

Thanks! 

View comment · Posted Aug 17, 2024 · Raida Lopez

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Raida Lopez commented,

CommentViews, ticket status, and ticket fields

Hello,

 

I'd like to create a report to filter emails submitted by the requester (not API) and their subject. Are you able to walk me through creating the report? TIA! 

View comment · Posted Aug 12, 2024 · Raida Lopez

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Raida Lopez commented,

CommentSetting up and using Text

Zendesk Talk is not HIPAA-compliant, which we need. Can you please recommend alternative SMS platforms (excluding Dialpad) that are HIPAA-compliant and integrate with Zendesk to allow for SMS to be answered via ticket or widget? TIA! 

View comment · Posted Jul 30, 2024 · Raida Lopez

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