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Service Level Agreements (SLA), macros, and CSAT
SLAs, the different metrics and targets, badges, breaches and achievements, and schedules. Content about macro settings, using macros and its different components such as actions and availability. Articles about questions and issues regarding the customer satisfaction survey, ratings, and others.
Edited Mar 25, 2024
1 vote · 1 comment
1
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1
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My macro isn't applying to my ticket
Edited Jul 04, 2024
1 vote · 1 comment
1
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1
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Why are SLAs still breached after changing the priority?
Edited Feb 20, 2024
2 votes · 1 comment
2
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1
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How can I use the DD-MM-YY format for a date custom field using Liquid markup?
Edited Feb 16, 2024
0 votes · 0 comments
0
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0
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How can I create conditions to show text from the values of my custom drop-down field?
Edited Feb 19, 2024
0 votes · 0 comments
0
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0
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Ticket status is not showing as a condition option when creating SLAs
Edited Nov 27, 2024
0 votes · 0 comments
0
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0
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Why don't I see macro suggestions?
Edited Aug 02, 2024
0 votes · 0 comments
0
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0
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Can I view the personal macros of other users on my Zendesk account?
Edited Sep 15, 2023
0 votes · 2 comments
0
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2
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Who receives the satisfaction rating if a ticket is reassigned?
Edited Mar 20, 2023
1 vote · 2 comments
1
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2
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Can agents create shared macros?
Edited Jul 14, 2023
1 vote · 1 comment
1
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1
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How do I create a first reply time SLA for agent created tickets?
Edited Sep 18, 2024
14 votes · 3 comments
14
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3
Comments
Workflow: How to send satisfaction surveys when tickets get solved
Edited Dec 20, 2024
3 votes · 11 comments
3
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11
Comments
Workflow: How to exclude specific tickets, users, or groups from customer satisfaction surveys
Edited Oct 07, 2024
1 vote · 9 comments
1
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9
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Can I use a trigger and a webhook to update tickets?
Edited Aug 22, 2024
52 votes · 12 comments
52
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12
Comments
Troubleshooting common SLA issues
Edited Oct 23, 2024
10 votes · 18 comments
10
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18
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How can I add the SLA breach countdown in my views?
Edited Sep 13, 2024
5 votes · 3 comments
5
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3
Comments
Why are my satisfaction surveys not being sent?
Edited Oct 04, 2024
5 votes · 14 comments
5
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14
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Why aren't SLA badges or targets appearing?
Edited Mar 05, 2024
7 votes · 5 comments
7
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5
Comments
Are CSAT surveys multi-lingual?
Edited Dec 10, 2024
3 votes · 2 comments
3
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2
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Can I create an SLA policy with a first reply target for missed calls?
Edited Aug 30, 2024
1 vote · 1 comment
1
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1
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Workflow: How to automatically set priority on tickets for SLA targets
Edited Dec 20, 2024
6 votes · 3 comments
6
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3
Comments
Setting up an SLA based on a Salesforce organization or user
Edited Aug 21, 2024
2 votes · 0 comments
2
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0
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Can I customize the look of the satisfaction rating landing page?
Edited Jul 26, 2023
6 votes · 8 comments
6
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8
Comments
What is the difference between first reply time and requester wait time metrics?
Edited Aug 21, 2024
2 votes · 0 comments
2
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0
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Do follow-up tickets send satisfaction surveys if the original ticket already sent one?
Edited Dec 04, 2024
1 vote · 0 comments
1
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0
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Can I pause the SLA timer or reset it under certain conditions?
Edited Nov 04, 2024
9 votes · 6 comments
9
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6
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Why am I receiving unexpected bad satisfaction ratings?
Edited Nov 19, 2024
27 votes · 82 comments
27
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82
Comments
How can I pull a list of all my macros from Zendesk?
Edited Jul 26, 2023
13 votes · 11 comments
13
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11
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Edited Jul 26, 2023
5 votes · 11 comments
5
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11
Comments
Why does my satisfaction survey response rate always show a 100% response?
Edited Nov 14, 2024
6 votes · 2 comments
6
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2
Comments