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Thomas Lang

Incorporación 06 sept 2022

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Última actividad 22 mar 2024

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Última actividad de Thomas Lang

Thomas Lang hizo un comentario,

ComentarioExplore recipes

Hello,

Is this to calculate the total time between each update no matter the ticket?

So for example, I have this report set up in support updates history, and I am trying to determine how in Zendesk I can show the sum of time between each update. So in an 8 hour day, how time in a day is spent not updating tickets.

Ver comentario · Publicado 22 mar 2024 · Thomas Lang

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Thomas Lang hizo un comentario,

ComentarioWriting formulas

I am trying to create a formula that will track anytime someone changes the form field to something specific: Here is my formula, but I believe the changes value requires API, anyway to do this in explore wihout it? 

IF ([Changes - Field name]] = "Ticket Form" AND [Changes - Previous value] != "Ticket Form 1" AND [Changes - New value] = "Ticket form 1") THEN [Update ticket ID]  ENDIF

 

Ver comentario · Editado 16 ene 2024 · Thomas Lang

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Thomas Lang hizo un comentario,

ComentarioTicket customization

We used to be able to drag each column and resize them and it would stick every time I refreshed or logged back in. Now with the custom layouts, do I have to adjust it upon every refresh? Is there a setting missing or is this a known issue?

 

Ver comentario · Publicado 10 ene 2024 · Thomas Lang

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Thomas Lang creó una publicación,

Publicación Developer - Zendesk APIs

Hello

I am creating my first app, and I have gotten pretty far. I am new to the developer world. I created the app that will essentially pin internal comments. However, I only want it to pin comments that were written by and end user, and not comments that were turned into private comments from an email coming in?

Any suggestions to make this happen?

Thank you

Publicado 03 ene 2024 · Thomas Lang

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Thomas Lang hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

Yes should be intergrated. Every platform seems to do it but ZD.

Maybe Zendesk will do something, without us needing to pay for 3rd party apps?

T

Ver comentario · Publicado 05 oct 2023 · Thomas Lang

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Thomas Lang creó una publicación,

Publicación Feedback - Reporting and analytics (Explore)

We have the ability to see how long it takes for user to reply to a customer request. But I would love to be able to see a metric for how long it takes a customer to respond if we send them an email. We deal with certain clients and managing their response time is essential.

I raised a help ticket and was informed this is not possible.

Lets make it happen!

 

Publicado 15 sept 2023 · Thomas Lang

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Thomas Lang hizo un comentario,

ComentarioMetrics, attributes, and filters

Hello. Looking for a response to Brieuc question as well.

Why does it show 5 missed call legs under one phone number in the drill in?

 

Ver comentario · Publicado 29 ago 2023 · Thomas Lang

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Thomas Lang creó una publicación,

Publicación Feedback - Ticketing system (Support)

Hello,

Zendesk e-mail support would be an absolute game changer, right now any email that comes into support generates a new ticket. But not everything needs to be a ticket.

It would be an absolute game changer for Zendesk, if an email comes into your instance, you can treat it as a regular email. Forward, reply, BCC, etc, receive absence alerts, and create distribution lists. From that inbox, you can choose whether or not to create a ticket. If you wanted the ticket creation you can still set this up using triggers and automation. This way you get the full power of an email platform, and the additional ability of a ticketing system. Best of both worlds. This would open up your platform to so many more customers and can really keep the ticket numbers down for a large enterprise.

Does anyone else use this separately now, how do you work them together? Just want my team to work with one system and not have to juggle between multiple systems where possible.

Make this happen ZD! 

 

 

Editado 07 ago 2023 · Thomas Lang

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Thomas Lang hizo un comentario,

Comentario de la comunidad Discussion - Tips and best practices from the community

Hello, 

So I am trying to do something similar but the opposite. We calculate agent comments as a metric, but I want to identify how I can count how many of those comments are agents who simply respond thank you/thanks to a customer/vendor.

Does anyone know how to accomplish this?

Thank you

Ver comentario · Publicado 01 ago 2023 · Thomas Lang

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Thomas Lang hizo un comentario,

Comentario de la comunidad Feedback - Ticketing system (Support)

How is this not a feature yet? I wouldnt think it is overally complicated? Any news on this?

 

Ver comentario · Publicado 28 mar 2023 · Thomas Lang

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