zach.prasser

1. Comunidad
2. Zendesk Suite Q&A

Hello! I have Organizations created for a US team and a Canadian team of agents (support@subdomain.zendesk.com, VS support.ca@subdomain.zendesk.com). From what I understand, I need to add the suppo...

• zach.prasser
• Creación 10 de julio de 2021 00:12
• 2 seguidores
• 1 comentario
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A

Hello, I'm creating an Automation to send the customer a follow-up message, for when an agent responds to the customer's request, but the customer hasn't replied to the agent's response in 72hrs (c...

• zach.prasser
• Creación 19 de junio de 2021 20:35
• 2 seguidores
• 1 comentario
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A

Hello, I used the recipe in the article below to calculate the AVG of time spent on a ticket by minutes: https://support.zendesk.com/hc/en-us/articles/360043021313-Explore-recipe-Average-ticket-res...

• zach.prasser
• Creación 14 de junio de 2021 22:03
• 2 seguidores
• 1 comentario
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A

Hello, I'm looking to create a single query that compares the CSAT% of a Group of on agents, with other Groups of agents. I can make the individual queries and filter by the agent names within the ...

• zach.prasser
• Creación 14 de junio de 2021 20:30
• 2 seguidores
• 1 comentario
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A

Hello, I was wondering if there was a rule you can set up so that if a ticket is created, it must be put in Pending status. I'm pretty sure there isn't a rule for creating a ticket where it needs t...

• zach.prasser
• Creación 14 de junio de 2021 19:26
• 4 seguidores
• 6 comentarios
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A

Hello, I'm running into an issue with agents self-assigning a ticket to themselves, forgetting to comment, and leaving the ticket Open. This creates a dent in our SLA.  Is there a way to prevent an...

• zach.prasser
• Creación 5 de junio de 2021 19:52
• 2 seguidores
• 3 comentarios
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A

Hello, I want to know when Tier 1 (Group 1) has to escalate/reassign an existing/Open ticket to Tier 2 (Gropu 2), and be able to do a report in Explore to know how many tickets were escalated by do...

• zach.prasser
• Creación 2 de junio de 2021 18:05
• 6 seguidores
• 6 comentarios
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A

Hello, I'm trying to put together a query that will show me tickets where agent's converted the CSAT for the requester from Bad to Good. Is there a recipe for this in Explore? Thank you! 

• zach.prasser
• Creación 2 de junio de 2021 17:48
• 3 seguidores
• 1 comentario
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A

I see that Explore has the ability to have a Dashboard schedule an Excel sheet or .csv report, which is a useful feature I'd like to use for reporting how many tickets are in different Views and in...

• zach.prasser
• Creación 5 de mayo de 2021 07:06
• 2 seguidores
• 1 comentario
• 0 votos

1. Comunidad
2. Zendesk Suite Q&A

I'm looking to see how many tickets within a custom timeframe that an agent updates via a comment for another agent (i.e., agent A updates a ticket assigned to agent B by updating the customer/requ...

• zach.prasser
• Creación 3 de mayo de 2021 00:55
• 2 seguidores
• 1 comentario
• 0 votos