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Joshua Minton

Incorporación 21 sept 2022

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Última actividad 16 dic 2024

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Última actividad de Joshua Minton

Joshua Minton hizo un comentario,

ComentarioSchedule management and time tracking (WFM add-on)

How does timezone on the account and location level impact the timezone the request is made in?

Ver comentario · Publicado 16 dic 2024 · Joshua Minton

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Joshua Minton hizo un comentario,

ComentarioGetting started with Zendesk workforce management

it is not at all clear in the current documentation how time zone settings [account, location, user] affect different aspects of the software - namely scheduling and PTO requests.

 

Can we please get the documentation updated to reflect how this all interacts; as soon as possible. Thank you

Ver comentario · Publicado 16 dic 2024 · Joshua Minton

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Joshua Minton hizo un comentario,

ComentarioRouting

Jenny Gillett  Barry Neary 

Are there any updates regarding this?

"May 01, 2024

Comment actions

Hi Emily Hillerman 

The plan is to have whatever schedule you have setup in Tymeshift to be pushed down to the routing engine. So as you say if an agent is due to work on emails in the morning and calls in the afternoon then their agent status would automatically change to reflect that (in the morning status = ‘Email only’, afternoons change to ‘Calls only’)

"

Ver comentario · Publicado 03 dic 2024 · Joshua Minton

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Joshua Minton hizo un comentario,

ComentarioSetting Guide roles and permissions

Hello - our company is looking to use user segments to gate our Zendesk Help Center. We would like to add all organizations to a single Segment. Why is the limit only 50 orgs per segment? Is there a workaround?

Ver comentario · Publicado 30 nov 2022 · Joshua Minton

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Joshua Minton creó una publicación,

Publicación Q&A - Reporting and analytics

I am looking to create a report in explore showing the number of unsolved tickets assigned to an agent over time.

How can this be created, and what metrics or attributes should be placed in the rows/columns for this to display?

Publicado 21 sept 2022 · Joshua Minton

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