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Judy Correia

Adhésion le 16 oct. 2021

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Dernière activité le 21 janv. 2025

Zendesk Luminary

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Dernière activité effectuée par Judy Correia

Judy Correia a ajouté un commentaire,

CommentaireTicket automation and collaboration

Afficher le commentaire · Publication le 21 janv. 2025 · Judy Correia

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Judy Correia a ajouté un commentaire,

Commentaire de la communauté Feedback - Chat and Messaging (Chat)

Not sure why this ticket is set to “awaiting your reply”, I haven't gotten a response to my original comment.

Afficher le commentaire · Publication le 21 janv. 2025 · Judy Correia

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Judy Correia a ajouté un commentaire,

CommentaireService Level Agreements (SLA), macros, and CSAT

If a ticket moves between groups with different business hours (for example ticket came in assigned to Americas Group based on an organisations default group, but the ticket ends up being assigned to an agent in Europe Group) do business hours applied adjust to reflect Europe business hours vs America business hours?

 

What happens if agents in both groups are assigned to the same ticket over a period of time, how do business hours apply? Does it take into account the movement between groups?

Afficher le commentaire · Publication le 16 janv. 2025 · Judy Correia

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Judy Correia a ajouté un commentaire,

Commentaire de la communauté Feedback - Help Center (Guide)

Would be helpful to add a disclaimer on login for example to advise customer to not provide PII.

Afficher le commentaire · Publication le 15 janv. 2025 · Judy Correia

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Judy Correia a ajouté un commentaire,

CommentaireSetting up Agent Workspace

It appears users cannot create content from Knowledge if Turn on Knowledge is selected but knowledge articles is not selected under select content sources. Is there a way around this?

Afficher le commentaire · Publication le 11 déc. 2024 · Judy Correia

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Judy Correia a ajouté un commentaire,

CommentaireEnd users and organizations

Following up on Jan 3 2022 comment (Is there a way to automatically assign a group to a new organization?) and Jan 4 2022 update (I want to update the group on the organization record when the organization is created which needs to happen before the ticket is created). We have a similar need to A) update group automatically on org creation and B) updating existing org group (we recently made a change to our structure and need to update hundreds of orgs). Can this be done by bulk import?

Afficher le commentaire · Publication le 10 oct. 2024 · Judy Correia

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Commentaire de la communauté Q&A - Reporting and analytics

The above does not take into account weekends for those who do not operate a 24hr support team i.e. business days are only Mon-Fri, calculation should not take into account Sat and Sun. 

Afficher le commentaire · Publication le 09 oct. 2024 · Judy Correia

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Judy Correia a ajouté un commentaire,

Commentaire de la communauté Feedback - Chat and Messaging (Chat)

We had a suspended user create a ticket. This seems odd as we would expect a suspended user to be prevented for A) logging in and B) logging a ticket.

Afficher le commentaire · Publication le 26 sept. 2024 · Judy Correia

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Judy Correia a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

Definitely very frustrating and confusing. This post is from 2021 and the feature is still available and does not function as expected. You have to create a calculated attribute exclude tickets with one or more specific tags in a report and then filter based on a true/false option. This makes absolutely on sense whatsoever. A simple filter to exclude tickets with tag X should simply work based on basic filter functionality. 

Afficher le commentaire · Publication le 04 sept. 2024 · Judy Correia

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Judy Correia a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

Hi - what I'm looking for is how to export a list of reports, not exporting one or more reports. Essentially want to get a list in Excel or some other type of table of all the reports listed in Explore. 

Afficher le commentaire · Publication le 16 mai 2024 · Judy Correia

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