Kate Horner
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Actividad reciente de Kate Horner-
Set up a Trigger to Only Send a CSAT Survey if a Certain Custom Field is Set
We want to start using CSAT but would like to see if there is a way that CSAT will only get sent out if the agent selects a specific Custom Field. The reason for this is to prevent users from creat...
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Creating Custom First Reply Time Brackets
RespondidaI am trying to have this look slightly different but can't figure out the recipe for the custom metric. I would like to break the hours down more: No replies 0-1 hrs 1-4 hrs 4-8 hrs 8-16 hrs 16-24...
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Manager Visibility - Trigger Alert for tickets left open too long
I have been working with my agents to make sure they are reviewing/responding and closing out their open tickets but it has been a struggle. I don't have time to review everyone's tickets and want ...
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Average Ticket Count by Day
Simple recipe I'm sure but how do I see what our average daily ticket count is?
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Flow Builder Reset to beginning
Once our end user submits a ticket through the flow builder (we do not engage in the live chat/messenger) it does not allow the end user to start the flow process over again unless they kill the wi...
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Enhancing Macro Options
Can you add color font and Underlining to Macros, please? It would be so helpful to emphasize certain portions for our end user and direct our agent's attention to certain parts. For example, we re...
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Explore Recipe Help - Number of replies
RespondidaI am going through the Customer Service metrics that matter and in the section:Number of replies (Number of replies is the number of times that an agent replied to the customer. This is an importan...
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Guide Analytics in Explore Not Functional
RespondidaGuide Analytics in Explore is still not up to date and there aren't any Explore articles on this. This post (https://support.zendesk.com/hc/en-us/community/posts/360030067274-Guide-Data-Analytics-i...
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Emailing Capabilities
Do we have an option to just send straight emails from Zendesk to our end users without going through a ticket like in SalesForce? We need the option for our agents to email the end user without op...