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Clay Telfer

  • Total activity 24
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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,

    I'd like to match the Selected Salesforce Field to a custom Zendesk Organization field we've created, but that doesn't seem to be possible. Is there a way to do this that I'm missing, or do you hav...

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    Clay Telfer commented,

    We're looking for the same thing. The inability to run automatic reports that include the comments (or internal notes) on a ticket is a major pain point for us. I was hoping that ZenDesk Explore wo...

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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 commented,

    This is incredibly helpful, thank you! One last question - I can't find an option for "Tickets with example1 tag" anywhere in the custom metric editor. I believe those values need to be chosen from...

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    Clay Telfer created a post,

    Creating Insights Reports

    I'm having a lot of trouble with the Insights reports. In particular, I'm trying to run a report that shows me two different numbers: - all tickets with the tag example1 - all tickets with the tag ...

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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...