Olof Soldatic

Total activity 24
Last activity May 11, 2016 16:55
Member since April 03, 2014 08:13

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Activity overview

Latest activity by Olof Soldatic

Olof Soldatic commented, May 11, 2016 16:55
Yes David you and I made our point. I can wait too. Doesn't make the dashboard any more useful.
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- Olof Soldatic
- Created May 11, 2016 16:55
- 1 vote
Olof Soldatic commented, May 11, 2016 16:38
So let Us set the index page. It's not that difficult.
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- Olof Soldatic
- Created May 11, 2016 16:38
- 1 vote
Olof Soldatic commented, May 11, 2016 16:30
I've never thought of the bookmark shortcut. I may use that while I wait. But why do we have to make this a discussion whether or not it is a hack/workaround or whatever? It lacks configuration. Pe...
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- Olof Soldatic
- Created May 11, 2016 16:30
- 0 votes
Olof Soldatic commented, May 10, 2016 04:34
@Erin and Andrew, I can settle @ agree to disagree. We can't let 3rd party software or services count toward our SLA against our customers, continuously report yes but not full resolution time...
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- Olof Soldatic
- Created May 10, 2016 04:34
- 0 votes
Olof Soldatic commented, May 09, 2016 22:50
I'll try another angle instead. According to the SLA targets, the "Agent work time" does take into account the On-hold status. What use could I have of that?
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- Olof Soldatic
- Created May 09, 2016 22:50
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Olof Soldatic commented, May 09, 2016 21:07
No I'd say we treat 3rd parties in, roughly, the same manner - just that when the work is not on us to perform, the On-hold fits nicely, which I assume is the reason for its existence? The suggeste...
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- Olof Soldatic
- Created May 09, 2016 21:07
- 0 votes
Olof Soldatic commented, May 09, 2016 20:32
@AndrewJ - Well if On-hold was not meant for third party cases I would be more prone to agree. I can of course only speak for our company but we always communicate the reason for setting a ticket O...
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- Olof Soldatic
- Created May 09, 2016 20:32
- 0 votes
Olof Soldatic commented, May 09, 2016 13:56
I have to agree with Alex and Brian amongst others here. The On-hold status is a 3rd party status right? How are we supposed to be accounted for that time in a service level agreement environment?
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- Olof Soldatic
- Created May 09, 2016 13:56
- 1 vote
Olof Soldatic commented, June 05, 2014 05:22
@Emily - Certainly :) Office hours: SLA should tick, 30 min response time, 1 hour rolling follow ups (update to customer) Outside office hours: SLA should tick, 1 hour response time, 2 hours ...
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- Olof Soldatic
- Created June 05, 2014 05:22
- 0 votes
Olof Soldatic commented, May 29, 2014 20:24
Should have added that we currently do not use ANY apps for SLA's but strongly need one - or more Zendesk native control.
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- Olof Soldatic
- Created May 29, 2014 20:24
- 0 votes