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Luke Aleo

Adhésion le 16 avr. 2021

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Dernière activité le 22 oct. 2024

Customer service specialist! I love working with Zendesk and finding new ways to serve our customers more efficiently.

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Dernière activité effectuée par Luke Aleo

Luke Aleo a ajouté un commentaire,

CommentaireMeasuring success

We include the CSAT Link via a trigger when the ticket is changed to Solved status. Are we still able to use this link to obtain feedback instead of having an automation?

Afficher le commentaire · Publication le 22 oct. 2024 · Luke Aleo

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CommentaireMeasuring success

Thank you to all who provided assistance. I was able to get the desired layout and it looks much better.

Afficher le commentaire · Publication le 30 sept. 2024 · Luke Aleo

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Luke Aleo a ajouté un commentaire,

CommentaireMeasuring success

I'm having difficulty with the spacing. Between the Agent Signature, CSAT Survey, and footer there are some large gaps.  How can I reduce these spaces and improve the overall view of this?

Afficher le commentaire · Publication le 05 sept. 2024 · Luke Aleo

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Luke Aleo a ajouté un commentaire,

CommentaireMeasuring success

Jake Warren 
Conditions and Actions are listed below

 

Afficher le commentaire · Publication le 12 juil. 2024 · Luke Aleo

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Luke Aleo a ajouté un commentaire,

CommentaireMeasuring success

Jake Warren - We have the surveys included in a trigger so that when the ticket is solved and satisfaction is Unoffered it includes the Satisfaction buttons. We didn't want to send extra emails to our customers on every ticket since we send many messages out, even to the same customers but for different topics, on a daily basis.

Afficher le commentaire · Publication le 12 juil. 2024 · Luke Aleo

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Luke Aleo a ajouté un commentaire,

CommentaireMeasuring success

Our CSAT surveys have recently been enabled. They send out via a trigger when the ticket is solved and include a link for Good/Bad ratings. We found that the CCs are also able to update the comment and rating, though it still shows the Requesters name for the feedback update. What is the best way to prevent CCs from rating these surveys?

Afficher le commentaire · Publication le 11 juil. 2024 · Luke Aleo

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Luke Aleo a ajouté un commentaire,

CommentaireBuilding reports

I need to make Custom Groupings to associate our Agents with their Team Leaders, allowing our Team Leaders to view all the data specific to their team easily. I consider these Beta Reports uesless until they are updated with all the features of Classic.

Afficher le commentaire · Publication le 02 juil. 2024 · Luke Aleo

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Luke Aleo a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

I am trying to run a search of agents that are within a group but the checkbox “Agent_OOO” is unchecked. I cannot seem to run this search. Excluding this result would be great. 

Afficher le commentaire · Publication le 01 juil. 2024 · Luke Aleo

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Luke Aleo a créé une publication,

Publication Developer - Zendesk APIs

Our agents regularly forget to mark themselves as Online. I've setup a collection of our agents and each day I run the collection to PUT their availabilty status to Online. I want to run a conditional statement that checks for the Agent_OOO field (from the Agent Out of Office App) being marked as True, and if TRUE then skip the request and the agent can remain Offline. Otherwise, mark the agent as Online. 

 

Any suggestions on this process would be helpful. 

Publication le 28 juin 2024 · Luke Aleo

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Luke Aleo a ajouté un commentaire,

CommentaireService Level Agreements (SLA), macros, and CSAT

Drilling into this feature a little further - I'm able to pull the list of all my personal macros, but is there a way I can pull query for a specific user? I want to see all the personal macros of a single agent, and then be able to duplicate/copy them to another agent.

Afficher le commentaire · Publication le 28 juin 2024 · Luke Aleo

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