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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.


Can customers change their satisfaction rating?

Question Our customers rate the tickets and sometimes they rate them as bad. However, sometimes we have a solution a...

Edited Nov 14, 2024

8 votes  ·  11 comments

8

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11

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Workflow: How to alert your team to tickets nearing an SLA breach

In Zendesk, you can define service level agreements, or SLAs, to specify and measure the response and resolution time...

Edited Oct 10, 2024

3 votes  ·  16 comments

3

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16

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Can I add hyperlinks to tickets through macros?

Question Is it possible to add hyperlinks to a macro in Zendesk Support? Answer Yes, you can add hyperlinks to ticket...

Edited Dec 07, 2022

1 vote  ·  7 comments

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7

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Why do I see differences in SLA target hours?

Question Until the target is due, why do tickets with SLA targets in business hours show a higher number of hours tha...

Edited Nov 03, 2023

6 votes  ·  5 comments

6

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5

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Workflow: Apply a new SLA policy to tickets created since a specific date

Create a new version of your SLA policy and add a condition that applies the new policy to tickets created based on a...

Edited Nov 27, 2024

6 votes  ·  0 comments

6

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0

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Workflow: Create a view to show satisfaction ratings with comments

Create a view to track all the Support tickets that received a satisfaction rating with a comment. Note: Views do n...

Edited Oct 16, 2024

4 votes  ·  15 comments

4

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15

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