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Luke Aleo's Avatar

Luke Aleo

Incorporación 16 abr 2021

·

Última actividad 22 oct 2024

Customer service specialist! I love working with Zendesk and finding new ways to serve our customers more efficiently.

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97

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RESUMEN DE LA ACTIVIDAD

Última actividad de Luke Aleo

Luke Aleo hizo un comentario,

ComentarioMeasuring success

We include the CSAT Link via a trigger when the ticket is changed to Solved status. Are we still able to use this link to obtain feedback instead of having an automation?

Ver comentario · Publicado 22 oct 2024 · Luke Aleo

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Luke Aleo hizo un comentario,

ComentarioMeasuring success

Thank you to all who provided assistance. I was able to get the desired layout and it looks much better.

Ver comentario · Publicado 30 sept 2024 · Luke Aleo

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Luke Aleo hizo un comentario,

ComentarioMeasuring success

I'm having difficulty with the spacing. Between the Agent Signature, CSAT Survey, and footer there are some large gaps.  How can I reduce these spaces and improve the overall view of this?

Ver comentario · Publicado 05 sept 2024 · Luke Aleo

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Luke Aleo hizo un comentario,

ComentarioMeasuring success

Jake Warren 
Conditions and Actions are listed below

 

Ver comentario · Publicado 12 jul 2024 · Luke Aleo

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Luke Aleo hizo un comentario,

ComentarioMeasuring success

Jake Warren - We have the surveys included in a trigger so that when the ticket is solved and satisfaction is Unoffered it includes the Satisfaction buttons. We didn't want to send extra emails to our customers on every ticket since we send many messages out, even to the same customers but for different topics, on a daily basis.

Ver comentario · Publicado 12 jul 2024 · Luke Aleo

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Luke Aleo hizo un comentario,

ComentarioMeasuring success

Our CSAT surveys have recently been enabled. They send out via a trigger when the ticket is solved and include a link for Good/Bad ratings. We found that the CCs are also able to update the comment and rating, though it still shows the Requesters name for the feedback update. What is the best way to prevent CCs from rating these surveys?

Ver comentario · Publicado 11 jul 2024 · Luke Aleo

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Luke Aleo hizo un comentario,

ComentarioBuilding reports

I need to make Custom Groupings to associate our Agents with their Team Leaders, allowing our Team Leaders to view all the data specific to their team easily. I consider these Beta Reports uesless until they are updated with all the features of Classic.

Ver comentario · Publicado 02 jul 2024 · Luke Aleo

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Luke Aleo hizo un comentario,

Comentario de la comunidad Feedback - Help Center (Guide)

I am trying to run a search of agents that are within a group but the checkbox “Agent_OOO” is unchecked. I cannot seem to run this search. Excluding this result would be great. 

Ver comentario · Publicado 01 jul 2024 · Luke Aleo

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Luke Aleo creó una publicación,

Publicación Developer - Zendesk APIs

Our agents regularly forget to mark themselves as Online. I've setup a collection of our agents and each day I run the collection to PUT their availabilty status to Online. I want to run a conditional statement that checks for the Agent_OOO field (from the Agent Out of Office App) being marked as True, and if TRUE then skip the request and the agent can remain Offline. Otherwise, mark the agent as Online. 

 

Any suggestions on this process would be helpful. 

Publicado 28 jun 2024 · Luke Aleo

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Luke Aleo hizo un comentario,

ComentarioService Level Agreements (SLA), macros, and CSAT

Drilling into this feature a little further - I'm able to pull the list of all my personal macros, but is there a way I can pull query for a specific user? I want to see all the personal macros of a single agent, and then be able to duplicate/copy them to another agent.

Ver comentario · Publicado 28 jun 2024 · Luke Aleo

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