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Riah Lao's Avatar

Riah Lao

Incorporación 16 abr 2021

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Última actividad 11 feb 2025

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RESUMEN DE LA ACTIVIDAD

Última actividad de Riah Lao

Riah Lao hizo un comentario,

ComentarioEnd-user guide for Help Center

Hi,

 

1. When will this be available outside signed-in end users? 

2. When will the quick answers results be available via API?

Ver comentario · Publicado 03 feb 2025 · Riah Lao

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Riah Lao hizo un comentario,

ComentarioTicket automation and collaboration

Is it possible to retrieve the KB quick answer result via API?

Ver comentario · Publicado 23 ene 2025 · Riah Lao

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Riah Lao hizo un comentario,

ComentarioExtending Zendesk

What API can we use to retrieve the Quick Answer result section for KB search?

Ver comentario · Publicado 23 ene 2025 · Riah Lao

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Riah Lao hizo un comentario,

ComentarioBuilding reports

Hi,

 

Zendesk's current metrics, "First Reply Time" and "Requester Wait Time," provide a limited view of total customer wait time.

  • First Reply Time only considers tickets that have received a reply, excluding those still pending.
  • Requester Wait Time is calculated only after a ticket transitions out of "New," "Open," or "On-hold" status, potentially missing long wait times for unresolved tickets.

This limitation hinders our ability to accurately measure and improve overall customer wait times.

 

Are there any native Zendesk features or workarounds to track more accurate measure of total customer wait time, encompassing both First Reply Time and the time spent waiting for an initial response. Have other Zendesk users encountered this issue and found effective solutions?

Ver comentario · Publicado 04 nov 2024 · Riah Lao

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Riah Lao hizo un comentario,

ComentarioViewing and using dashboards

Is it in your roadmap for AI to summarize overall contacts (not just on ticket level) and not just by grouping intents?

 

Example:

“User are frustrated with delayed delivery issues. xxxxxxx”

 

Subtopics:

80% users are experiencing xxxxxx

20% users are exeperiencing xxxxxx

Ver comentario · Publicado 24 oct 2024 · Riah Lao

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Riah Lao hizo un comentario,

ComentarioAdditional ticket channels

Hi,

 

Our agents reported that the notifications do not work when we had auto accept enabled. They have notifications enabled already.

Ver comentario · Publicado 02 may 2024 · Riah Lao

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Riah Lao hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi Amy Dee ,

 

Thanks for the quick response! If both tickets show 2h, with one as round down and one as round up, will the system sort them correctly based on actual time left/passed?

Ver comentario · Publicado 01 may 2024 · Riah Lao

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Riah Lao hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Hi Amy Dee 

 

Just want to clarify something regarding what you mentioned on SLA badge rounding up: "SLA badges round their numbers to hours (or days) when the target is far enough away. This means two tickets could both have a "2 business hours" badge, but one is due Friday at 4:50pm while the other is due Monday at 9:10am. Agents should prioritize the Friday ticket, but they need an easy way to know which is which."

 

Our FRT SLA is set to 3hrs. We have 2 tickets and SLA shows as:

Ticket#1: Received 40mins ago and FRT Next SLA badge is displayed as 2h (2h 20min to be exact but shows as 2h)

Ticket#2: Received 20mins ago and FRT Next SLA badge is displayed as 3h (2h 40min to be exact but shows as 3h)

 

How does the system round the SLA to be displayed?

 

Thanks!

Ver comentario · Publicado 01 may 2024 · Riah Lao

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Riah Lao hizo un comentario,

ComentarioBusiness rules

Hi, does {{ticket.description}}  includes the customer's attachment?

Ver comentario · Publicado 01 mar 2024 · Riah Lao

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Riah Lao hizo un comentario,

ComentarioCustomer service best practices and recipes

Hi,

Thanks for your inputs Sydney Neubauer. We actually did not use the trigger anymore as we changed requirements. Instead of checking for ticket group, we want to fire it only for top agent performers so we used the agent organization field instead (as a workaround) to identify that:

We moved the if condition from the email notify trigger to the DC instead. However, if we check for agent.organization == "XYZ", it does not work. But if we do it like this below, it works:

Ver comentario · Publicado 27 feb 2024 · Riah Lao

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