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Noly Maron Unson
Adhésion le 23 nov. 2021
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Dernière activité le 29 oct. 2024
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Dernière activité effectuée par Noly Maron Unson
Noly Maron Unson a ajouté un commentaire,
Hi Natasha.
You can customize your CSAT automation to include the "Hours since created" condition like the one below:
In the above sample, the automation will only fire for tickets created for less than 1 year (1year = 8766 hrs).
Hope this helps.
Afficher le commentaire · Publication le 19 avr. 2024 · Noly Maron Unson
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Noly Maron Unson a ajouté un commentaire,
Hi Lou,
I've gone ahead and created a ticket for you so that we can have this checked. Please check your email for my message and reply so that we can start troubleshooting.
Thank you.
Afficher le commentaire · Publication le 19 mars 2024 · Noly Maron Unson
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Noly Maron Unson a ajouté un commentaire,
Hi John,
You can add filter to the report like Ticket status (to filter the Solved/Closed tickets), Tickets created - date and Assignee name. This will make it that the random tickets that will appear will still adhere to the filter you have set.
Hope this helps.
Afficher le commentaire · Publication le 18 mars 2024 · Noly Maron Unson
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Noly Maron Unson a ajouté un commentaire,
Hi Gouthami,
This is not natively possible but there is a Zendesk developed app that can be used to achieve this. The app is called Ticket Field Manager. There is an option in this app to make certain fields a read-only field. You can check the article Installing and using the Ticket Field Manager app for more info.
Hope this helps.
Afficher le commentaire · Publication le 18 mars 2024 · Noly Maron Unson
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Noly Maron Unson a ajouté un commentaire,
Hi Daniel,
You can use the formula below to create a Standard calculated attribute
IF (VALUE(First reply time (min)) <= 60)
THEN "0-1 hrs"
ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*8)
THEN "1-8 hrs"
ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*24)
THEN "8-24 hrs"
ELIF (VALUE(First reply time (min)) > 60*24 AND VALUE(First reply time (min)) <= 60*48)
THEN "24 - 48 hrs"
ELIF (VALUE(First reply time (min)) > 60*48 AND VALUE(First reply time (min)) <= 60*72)
THEN "48 - 72 hrs"
ELIF (VALUE(First reply time (min)) > 60*72)
THEN ">72 hrs"
ELSE " No replies"
ENDIF
Hope this helps.
Afficher le commentaire · Publication le 18 mars 2024 · Noly Maron Unson
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Noly Maron Unson a ajouté un commentaire,
Hi Alison.
Yes. It will be based on tickets submitted by the same requester two weeks before and after the current ticket being viewed by the agent was created.
Hope this helps.
Afficher le commentaire · Publication le 14 mars 2024 · Noly Maron Unson
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Noly Maron Unson a ajouté un commentaire,
Hi Kris and Sydney.
I've created support tickets in your behalf in order to discuss this further. Please check your email for my message.
Thank you.
Afficher le commentaire · Publication le 09 janv. 2024 · Noly Maron Unson
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Noly Maron Unson a ajouté un commentaire,
Hi MineralTree,
What you're looking for is the Metric Filter. You can use this to show only the values for 1 and remove the ones with 0.
Hope this helps.
Afficher le commentaire · Publication le 18 déc. 2023 · Noly Maron Unson
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Noly Maron Unson a ajouté un commentaire,
Hi Viorel,
I'm going to create a ticket so that we can discuss this further. Please check your email for my message.
Thank you.
Afficher le commentaire · Publication le 14 déc. 2023 · Noly Maron Unson
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Noly Maron Unson a ajouté un commentaire,
Hi Viorel,
This is possible since we do have the condition "Ticket: Hours since created" condition for automation. Depending on the other criteria you want, I can try to create a draft for you.
Afficher le commentaire · Publication le 14 déc. 2023 · Noly Maron Unson
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