Scott Allison

1. Communauté
2. Zendesk Messaging EAP - First Reply Time and Next Reply Time SLAs
3. What is the First Reply Time and Next Reply Time SLAs beta about?

Benedicte Perez Thanks for taking part in the EAP, and for your questions. - the SLA on FRT seems not updated if the field of the tickets are not filled. Therefore the first response is not proper...

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• Scott Allison
• Création 15 septembre 2023 16:50
• 0 vote

1. Support
2. ...
3. Service Level Agreements (SLA), macros, and CSAT
4. Why am I receiving unexpected bad satisfaction ratings?

David Launen Yes, this is what we do: https://support.zendesk.com/hc/en-us/articles/4408831380122/comments/5796435691290

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• Scott Allison
• Création 13 septembre 2023 01:28
• 0 vote

Commentaire officiel

1. Communauté
2. Feedback - Ticketing System (Support)
3. Revision History for Macros

Thank you all for supporting this idea. I'm one of the product managers here at Zendesk and your feedback is truly appreciated. This is definitely on our radar, and it's something that we'd like to...

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• Scott Allison
• Modifié 11 septembre 2023 23:51
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Revision History for Macros

Thank you all for supporting this idea. I'm one of the product managers here at Zendesk and your feedback is truly appreciated. This is definitely on our radar, and it's something that we'd like to...

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• Scott Allison
• Modifié 11 septembre 2023 23:51
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing visibility of all macros to admins in Admin Center

Thank you everyone for your feedback! I'm glad this improvement is valuable. We have deliberately approached this incrementally so you can get access to something sooner, instead of waiting longer ...

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• Scott Allison
• Création 11 septembre 2023 23:42
• -1 votes

Commentaire officiel

1. Communauté
2. Feedback - Ticketing System (Support)
3. Allow admins to view agent macros

I have another update to share! Starting today we are rolling out this enhancement to Admin Center. The announcement about it is here, and the rollout will be complete one week from now: https://su...

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• Scott Allison
• Création 6 septembre 2023 00:43
• 0 vote

1. Communauté
2. Zendesk Messaging EAP - First Reply Time and Next Reply Time SLAs
3. What is the First Reply Time and Next Reply Time SLAs beta about?

Lauren Benkov In this initial release the shortest time is 1 minute, but in Q4 we'll introduce support for specifying it in seconds instead. So yes, you'll be able to set 30s!

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• Scott Allison
• Création 31 août 2023 20:50
• 0 vote

1. Zendesk updates
2. Announcements
3. Announcing a new SLA metric: Total resolution time

Kelsey Davis You can use all SLA metrics at the same time if you wish. But we recommend you understand each and pick the ones relevant to your business.

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• Scott Allison
• Création 31 août 2023 16:17
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Improved search for deleted tickets

Thank you all for feedback here, it's truly appreciated. First thing I want to clarify is that this thread is about improving search for deleted tickets (before they are permanently deleted, after ...

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• Scott Allison
• Création 30 août 2023 22:17
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Multiple schedules for non-Enterprise plans

There are no plans for this to change, so I am marking this as not planned. That doesn't mean we won't ever do it, but there are no current plans.

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• Scott Allison
• Création 30 août 2023 17:28
• 0 vote