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Clay Telfer

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Activity overview

Latest activity by Clay Telfer
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    Clay Telfer created a post,

    Best Practices for Configuring SLAs?

    Answered

    We're trying to adopt Play Mode for our team, and I'm running into trouble around tickets that need to be set to Pending, and tickets that are waiting for an Internal Note. I'm hoping someone has a...

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    Clay Telfer commented,

    We would also like to have tickets re-open on a particular day. Having to set this up so that they re-open the day before is fairly inconvenient - especially because the UTC used for the automation...

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    Clay Telfer created a post,

    Can I have a simple performance report emailed every day?

    I know that I can set up a more complex report through Insights/GoodData, but what I'd really like to do is get a daily or weekly email that just tells me the basics: how quickly is my team respond...

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    Clay Telfer created a post,

    Is there a way to transcribe Zendesk Voice recordings?

    Not just the voicemails - all the recordings. This would be extremely useful to us, so that we could search the transcriptions by various keywords. 

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    Clay Telfer created a post,

    Create a ticket based on Organization field?

      Our customers can click a button in our newsletter to indicate that they want to talk to an agent. Clicking this button updates the customer's Salesforce account, which flows to ZenDesk and updat...