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Noly Maron Unson
Incorporación 23 nov 2021
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Última actividad 29 oct 2024
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Última actividad de Noly Maron Unson
Noly Maron Unson hizo un comentario,
Hi Natasha.
You can customize your CSAT automation to include the "Hours since created" condition like the one below:
In the above sample, the automation will only fire for tickets created for less than 1 year (1year = 8766 hrs).
Hope this helps.
Ver comentario · Publicado 19 abr 2024 · Noly Maron Unson
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Noly Maron Unson hizo un comentario,
Hi Lou,
I've gone ahead and created a ticket for you so that we can have this checked. Please check your email for my message and reply so that we can start troubleshooting.
Thank you.
Ver comentario · Publicado 19 mar 2024 · Noly Maron Unson
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Noly Maron Unson hizo un comentario,
Hi John,
You can add filter to the report like Ticket status (to filter the Solved/Closed tickets), Tickets created - date and Assignee name. This will make it that the random tickets that will appear will still adhere to the filter you have set.
Hope this helps.
Ver comentario · Publicado 18 mar 2024 · Noly Maron Unson
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Noly Maron Unson hizo un comentario,
Hi Gouthami,
This is not natively possible but there is a Zendesk developed app that can be used to achieve this. The app is called Ticket Field Manager. There is an option in this app to make certain fields a read-only field. You can check the article Installing and using the Ticket Field Manager app for more info.
Hope this helps.
Ver comentario · Publicado 18 mar 2024 · Noly Maron Unson
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Noly Maron Unson hizo un comentario,
Hi Daniel,
You can use the formula below to create a Standard calculated attribute
IF (VALUE(First reply time (min)) <= 60)
THEN "0-1 hrs"
ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*8)
THEN "1-8 hrs"
ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*24)
THEN "8-24 hrs"
ELIF (VALUE(First reply time (min)) > 60*24 AND VALUE(First reply time (min)) <= 60*48)
THEN "24 - 48 hrs"
ELIF (VALUE(First reply time (min)) > 60*48 AND VALUE(First reply time (min)) <= 60*72)
THEN "48 - 72 hrs"
ELIF (VALUE(First reply time (min)) > 60*72)
THEN ">72 hrs"
ELSE " No replies"
ENDIF
Hope this helps.
Ver comentario · Publicado 18 mar 2024 · Noly Maron Unson
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Noly Maron Unson hizo un comentario,
Hi Alison.
Yes. It will be based on tickets submitted by the same requester two weeks before and after the current ticket being viewed by the agent was created.
Hope this helps.
Ver comentario · Publicado 14 mar 2024 · Noly Maron Unson
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Noly Maron Unson hizo un comentario,
Hi Kris and Sydney.
I've created support tickets in your behalf in order to discuss this further. Please check your email for my message.
Thank you.
Ver comentario · Publicado 09 ene 2024 · Noly Maron Unson
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Noly Maron Unson hizo un comentario,
Hi MineralTree,
What you're looking for is the Metric Filter. You can use this to show only the values for 1 and remove the ones with 0.
Hope this helps.
Ver comentario · Publicado 18 dic 2023 · Noly Maron Unson
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Noly Maron Unson hizo un comentario,
Hi Viorel,
I'm going to create a ticket so that we can discuss this further. Please check your email for my message.
Thank you.
Ver comentario · Publicado 14 dic 2023 · Noly Maron Unson
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Noly Maron Unson hizo un comentario,
Hi Viorel,
This is possible since we do have the condition "Ticket: Hours since created" condition for automation. Depending on the other criteria you want, I can try to create a draft for you.
Ver comentario · Publicado 14 dic 2023 · Noly Maron Unson
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