Mat Cropper

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Latest activity by Mat Cropper
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    Mat Cropper created a post,

    Running triggers, automations, and reporting based on ticket SLA

    One of the things I love about Zendesk’s SLA functionality is that it gives me an easy way to prioritise tickets, and see which ones need focus (and when). This is a really reactive way of working,...

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    Mat Cropper commented,

    Hey Francisco! We operate on the basis that every shift should cater to every skill set. Our primary skill is language based, and so if I'm an agent who supports Chinese language tickets, for exam...

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    Mat Cropper created a post,

    Using Enhanced SLAs

    We had the amazing opportunity to get to play around with enhanced service level agreement (SLA) functionality in Zendesk, and it resulted in some pretty significant changes to the way we work. I t...