Tomica Hleb

I'm running into an issue with tickets that get reopened after being rated, and then solved again. These tickets are then reported against a date when they were Solved for the second time instead of when being rated.

For instance:

1. Ticket gets solved by automation because the customer stops responding. The customer leaves a Bad rating.

2. We reopen a ticket to follow up, and continue working with the customer.

3. The ticket gets Solved again in February.

When we run the report, this ticket will be reported against February CSAT, although the rating was left in January. The CSAT is based on the date of Solving the ticket, not when it was rated.

Is there a way to report only on tickets that got rated in the time frame that we are running a report for instead of basing it on the Solved date?

Hi,

Was the form-deleting feature removed from Zendesk?

I do not see this option on my list of forms, and am not able to delete any of the Active or Inactive forms.

 

Thank you

Heather,

 

The "Current user" condition was a missing part.

Thank you so much.

 

There is one thing that I'm not able to find.

I can't find a Condition that would understand if the last reply in the ticket is from an agent or from a customer. 

I'm trying to set up an alert that would fire if the customer replies and the agent doesn't reply back for longer than x hours. However, not all Open tickets have the last reply from a customer as our workflow also allows tickets to stay in the Open status after the agent replies.

I'm trying to use Automations for that, but can't find a way to compare agent replies vs customer replies.