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Nicholas McMurray's Avatar

Nicholas McMurray

Incorporación 15 abr 2021

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Última actividad 27 oct 2021

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Última actividad de Nicholas McMurray

Nicholas McMurray hizo un comentario,

Comentario de la comunidadDiscussion - Zendesk on Suite best practices

HI Terrle,

It looks like you have 2 lines in the "all conditions" section that say "ticket: hours since pending - 72".  Try removing one of those and see if it works.  The other thing I noticed is that you have a check for tags "at least one - no_bump, bbs_1, bbs_2" and in the action section an "add tag bbs_1".  If the first part doesn't work try removing "bbs_1" from the "at least one" list; it may be detecting that as a loop.

Ver comentario · Publicado 20 nov 2017 · Nicholas McMurray

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Nicholas McMurray hizo un comentario,

Comentario de la comunidadDiscussion - Zendesk on Suite best practices

Hi Zach,

Yes, there is a difference.  For this you would likely want Hours Since Pending.  The difference is that if someone submits as Open or On Hold then the Hours Since Update rule would apply.  That could result in things getting cleaned up that need attention.

Ver comentario · Publicado 21 jul 2016 · Nicholas McMurray

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Nicholas McMurray hizo un comentario,

Comentario de la comunidadDiscussion - Zendesk on Suite best practices

We use a similar setup where we bump the customer 2x and then solve the ticket, all with automations.  Works out great.  To Jeremy's question, every now and again we get back a negative rating.  It's rare though and is just as common as it was with a manual process.

Ver comentario · Publicado 27 may 2015 · Nicholas McMurray

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