Steve Francis

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Apply First Reply Time SLA to Tickets Created from Talk Voicemails

Done!

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• Steve Francis
• Creación 2 de agosto de 2021 17:53
• 0 votos

1. Support
2. ...
3. Service Level Agreements (SLA), macros, and CSAT
4. Can I create an SLA policy with a First reply target for missed calls?

I posted a bit of a hack/workaround https://support.zendesk.com/hc/en-us/community/posts/1500000091901-Apply-First-Reply-Time-SLA-to-Tickets-Created-from-Talk-Voicemails?page=1#community_comment_12...

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• Steve Francis
• Creación 10 de junio de 2021 15:03
• 0 votos

1. Comunidad
2. Feedback - Ticketing System (Support)
3. Apply First Reply Time SLA to Tickets Created from Talk Voicemails

Having run into this same limitation of Zendesk - I've found a kludgy workaround: - create a new SLA policy that targets channel voicemail, and applies only if a specific tag (hasInitialResponse) i...

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• Steve Francis
• Creación 10 de junio de 2021 14:54
• 6 votos

1. Comunidad
2. Feedback - Voice (Talk)
3. Ability to see option pressed on an IVR

Even the ability to run a trigger that matches on IVR options selected would be great. e.g. if a customer says "Press 1 to make this a priority ticket". Right now I can't run a trigger to change th...

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• Steve Francis
• Creación 22 de mayo de 2021 00:21
• 3 votos

1. Support
2. ...
3. Views, ticket status, and ticket fields
4. Can I edit the priority field?

I added a custom field with the priority values I want customers to see (P1, P2, P3, P4, etc) then added triggers to make the custom field values into priority values. So P1 sets priority to Urgent...

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• Steve Francis
• Creación 8 de febrero de 2021 23:25
• 0 votos