Renaud Croix

Thank you Dainne.

In fact, my question is about replacing the Zendesk default priorities when setting time 
 

Hello,

I would like to have my SLA based on a customed ticket field
Example: I have a “Priority” (going from 1 to 7) ticket field, I would like to create specific SLA regarding those priority levels

How to do it ?


Kind regards

Hello, 

I'm trying to find a way to calculate average days  that an agent has used to solve tickets that the agent has worked. 
 

Is there any way to create this sort of report?

Thank you

Hello,

I try to have the average time spent by ticket in hours.
At this stage, i'm using the metric “Total Time spent (sec)".

How to have the same data I obtain in hours ?
 

Thank you very much
 

Hello, 

I would like to export data from the Time Tracking app (https://www.zendesk.com/marketplace/apps/support/35111/time-tracking/?queryID=f598420b71cec082d74cb1ae33b072eb)
(cf time spent by ticket by agents)

How to process ?

Thank you

Hello,

We are currently developping an app that will be integrated with our Zendesk environment (Support and Guide).

Obviously, we don't want to test it in our production environment.
What would you recommend ? 
Use the sandbox environment ?

PS: we have an Entreprise Plan


Thank you in advance, 
Regards

Hello, 

I would like to route ticket evenly among three agents.
Is there a way where Zendesk can allow that ?

Thank you

Hello,

If a contact replies to an agent via forwarding a notification from Zendesk, what will happen?
Will this response create a new ticket or go into the original ticket?

Thank you very much

Hello,

I would like to modify the Ticket ID format (for example: Txxx).
What's the process to follow up to do it ?

Thank you very much 

Hello,

I've just installer the Microsoft Outlook Add-in and I'm facing the problem that ticket are automaticcaly assigned to the default group.
Is there a way to modify that and be able to choose which group to assign ?

Thank you very much