Cheeny Aban

1. Support
2. ...
3. General questions and issues about tickets
4. My agent automatically gets assigned more tickets than their capacity allows

Hi Kat, I can see that a colleague is already helping you with regard to your inquiry about ticket routing. Rest assured that we'll do our best to help troubleshoot this issue!

• Ver comentario
• Cheeny Aban
• Creación 26 de enero de 2023 14:39
• 0 votos

1. Agent guide
2. Ticket basics
3. Understanding when email replies become public or private comments

Hi Sara, Thank you for bringing this to our attention. I can see that a colleague is already helping you with this concern. Rest assured that we'll do our best to help you with regard to this conce...

• Ver comentario
• Cheeny Aban
• Creación 26 de enero de 2023 14:33
• 0 votos

1. Guide
2. ...
3. Using the knowledge base in Help Center
4. Analyzing your knowledge base activity with Explore

Hi Kelsey, The current dataset only provides the net votes (average of upvotes and downvotes) and calculating them separately is not yet possible. Nonetheless, you can fetch the upvotes and downvot...

• Ver comentario
• Cheeny Aban
• Creación 25 de enero de 2023 15:01
• 0 votos

1. Support
2. ...
3. Tickets
4. Creating capacity rules to balance agent workloads

Hi Alexander, Yes, that is right. Only Admins are allowed to configure capacity rules for agents. 

• Ver comentario
• Cheeny Aban
• Creación 25 de enero de 2023 14:25
• 1 voto

1. People
2. ...
3. Team members and groups
4. Managing agent seats for Support

Hi Sergey, It would depend on your use case, I suggest that you initiate a conversation with our Sales Team to further discuss and check how many seats are really necessary. 

• Ver comentario
• Cheeny Aban
• Editado 25 de enero de 2023 14:21
• 0 votos

1. Support
2. ...
3. Best practices and recipes
4. Best practices for removing agents

Hi Marcone, Unfortunately, there is no option yet to automatically downgrade suspended users. You will need to downgrade them from your Zendesk account to let go of the agent seats. 

• Ver comentario
• Cheeny Aban
• Creación 3 de enero de 2023 14:33
• 0 votos

1. Guide
2. Getting started with Guide
3. Getting started with Guide for your help center: Setting up

Hi Charlotte,I created a ticket on your behalf and will send you an email to further troubleshoot your inquiry. 

• Ver comentario
• Cheeny Aban
• Creación 27 de noviembre de 2022 20:29
• 0 votos

1. Comunidad
2. Feedback - Chat and Messaging (Chat)
3. Meta channels error

Hi Juan, I can see that an engineer is already working on your support request. Rest assured that we'll do our best to help you with your Facebook integration inquiry.

• Ver comentario
• Cheeny Aban
• Creación 27 de noviembre de 2022 20:23
• 0 votos

1. Support
2. ...
3. Measuring success
4. Customizing your customer satisfaction survey

Hi Paul,I created a ticket for you so we can further troubleshoot your business rules. I'll look forward to your reply

• Ver comentario
• Cheeny Aban
• Creación 2 de octubre de 2022 22:13
• 1 voto

1. Account
2. ...
3. Single sign-on
4. Enabling JWT single sign-on

Hi Antoine M, I created a ticket for you so we can further look into the issue that you have encountered with SSO. I'll wait for your reply 

• Ver comentario
• Cheeny Aban
• Creación 2 de octubre de 2022 22:00
• 0 votos