Avatar

Amy Dee

Zendesk team member
  • Total activity
    433
  • Last activity
  • Member since
  • Following
    0 users
  • Followed by
    15 users
  • Votes
    57
  • Subscriptions
    208

Activity overview

Latest activity by Amy Dee
  • Avatar

    Amy Dee commented,

    Hi Oliver! You described a lot of moving parts there, and a lot of them depend on the specifics of the workflow.  For reply and update targets, SLAs look at the comment author to determine the role...

  • Avatar

    Amy Dee commented,

    Hi Oliver! The first reply time metric always starts at ticket creation and always stops at the first public agent comment after that. However, SLAs are different. If a ticket is created with a pri...

  • Avatar

    Amy Dee commented,

    Hi Gail! The most common cause for that message in Agent Workspace is draft comments. If agents start writing a message in one comment mode, switch to another comment mode, and then submit the upda...

  • Avatar

    Amy Dee commented,

    Hi Nick! At this time, Explore does not have a PERCENTILE function within metrics. You can review available metric functions here: Explore functions reference. The closest option is the "Percentile...

  • Avatar

    Amy Dee commented,

    Hi RD-Joyce! At this time, Support ticket triggers don't fire within a live messaging conversation. You wouldn't be able to fire a ticket trigger based on the autoresponder's text. You should be ab...

  • Avatar

    Amy Dee commented,

    Hi Daniel! The reason is called out in our article on forwarding email: Note: This feature is available for agents, but not light agents. Light agents are excluded because it involves making a pub...

  • Avatar

    Amy Dee commented,

    Hi ETURCOTTE! The automatic response is sent by triggers. That means you can control what gets included in the email notification. The default Notify requester of received request trigger only has...

  • Avatar

    Amy Dee commented,

    Hi Lou! The native first reply time metric always starts at ticket creation, and it always stops at the first public agent comment after that. It doesn't matter what the end-user does between those...

  • Avatar

    Amy Dee commented,

    Hi Mateusz! The native first reply time metric is designed to be universal and consistent for analytics. It always behaves the same way, so the results are predictable. That makes benchmarks and hi...

  • Avatar

    Amy Dee commented,

    Hi Jeff! You should be able to export the full list of organizations in JSON format. If you clear both date fields, it should include everything from the beginning of the account. The only exceptio...