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Ilya Gook
Adhésion le 16 avr. 2021
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Dernière activité le 20 janv. 2025
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Dernière activité effectuée par Ilya Gook
Ilya Gook a ajouté un commentaire,
I usually refer to this article, even though it's several years old already. My experience and common sense also confirm that B2B business need to set the goal to reply no later than in 24 hrs via email (except for weekends) and strive to reply to 90% of chats in 30 seconds.
Zendesk allows you to set more granular targets, at least for tickets, so I'd also recommend adding separate SLA policies for upper-tier customers with quicker targets (up to several hours, if your team's capacity permits)
Afficher le commentaire · Publication le 29 mai 2024 · Ilya Gook
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Ilya Gook a ajouté un commentaire,
Advanced AI add-on article is not accessible for some reason Aimee Spanier
Afficher le commentaire · Publication le 10 mai 2023 · Ilya Gook
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Ilya Gook a ajouté un commentaire,
@... seconding the last comments from Zach: this "Make email comments from CCed end users public" setting is not new, and it's not a proper fix for the problem, more of a temporary workaround. It's explicitly said "not recommended" as one risks exposing comments from end-users who might send them in reply-to mode intentionally
Afficher le commentaire · Publication le 14 oct. 2021 · Ilya Gook
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Ilya Gook a ajouté un commentaire,
@... will the CCs and followers – Tickets replied to by a CC get no SLA issue be addressed as well?
Afficher le commentaire · Publication le 12 oct. 2021 · Ilya Gook
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Ilya Gook a ajouté un commentaire,
BTW this is the best workaround we've managed to find so far: Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied
Afficher le commentaire · Publication le 21 sept. 2021 · Ilya Gook
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Ilya Gook a ajouté un commentaire,
+1, honestly, treating such comments as internal notes and not public comments looks like a real crutch to me
Afficher le commentaire · Publication le 10 févr. 2021 · Ilya Gook
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