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Nicholas McMurray

Adhésion le 15 avr. 2021

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Dernière activité le 27 oct. 2021

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Nicholas McMurray a ajouté un commentaire,

Commentaire de la communautéDiscussion - Zendesk on Suite best practices

HI Terrle,

It looks like you have 2 lines in the "all conditions" section that say "ticket: hours since pending - 72".  Try removing one of those and see if it works.  The other thing I noticed is that you have a check for tags "at least one - no_bump, bbs_1, bbs_2" and in the action section an "add tag bbs_1".  If the first part doesn't work try removing "bbs_1" from the "at least one" list; it may be detecting that as a loop.

Afficher le commentaire · Publication le 20 nov. 2017 · Nicholas McMurray

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Nicholas McMurray a ajouté un commentaire,

Commentaire de la communautéDiscussion - Zendesk on Suite best practices

Hi Zach,

Yes, there is a difference.  For this you would likely want Hours Since Pending.  The difference is that if someone submits as Open or On Hold then the Hours Since Update rule would apply.  That could result in things getting cleaned up that need attention.

Afficher le commentaire · Publication le 21 juil. 2016 · Nicholas McMurray

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Nicholas McMurray a ajouté un commentaire,

Commentaire de la communautéDiscussion - Zendesk on Suite best practices

We use a similar setup where we bump the customer 2x and then solve the ticket, all with automations.  Works out great.  To Jeremy's question, every now and again we get back a negative rating.  It's rare though and is just as common as it was with a manual process.

Afficher le commentaire · Publication le 27 mai 2015 · Nicholas McMurray

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