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Finn Bazard Ferns

Adhésion le 10 janv. 2023

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Dernière activité le 07 mai 2024

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Dernière activité effectuée par Finn Bazard Ferns

Finn Bazard Ferns a ajouté un commentaire,

CommentaireAdditional ticket channels

Hi Tetiana,

I am trying to count the number of tickets that have linked to guide or article, so that I can see how effective this is at reducing the overall ticket flow.

 

Afficher le commentaire · Publication le 24 avr. 2023 · Finn Bazard Ferns

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Finn Bazard Ferns a ajouté un commentaire,

CommentaireAdditional ticket channels

We have been using the linking of the tickets to the tickets to give users links to our articles, however D_COUNT(Linked article tickets) only shows a single ticket for the last month where I can see many more than this in our actual ticket. Does this function measure something different to tickets linked through the method shown above?

Afficher le commentaire · Publication le 24 avr. 2023 · Finn Bazard Ferns

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Finn Bazard Ferns a ajouté un commentaire,

CommentaireBuilding reports

I have been trying to find the definition of different Click through Rates (CTRs) through the different channels. Web widget and Help desk seem pretty self explanatory, but the Agent Workspace CTR is giving a very low CTR to what I expected.

Does this CTR count through the number of tickets and count the number of times the knowledge base is accessed from tickets to determine the CTR.

OR

Does the CTR count the number of times that we link to the knowledge base through tickets and then count the number of times that these are used.

Any help would be appreciated.

Cheers,

Finn

Afficher le commentaire · Publication le 18 avr. 2023 · Finn Bazard Ferns

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Finn Bazard Ferns a créé une publication,

Publication Q&A - Apps and integrations

I have seen that there is the ability to assign the tags, but is there a way to assign a customer so there is easy consistency between the two platforms?

Publication le 22 févr. 2023 · Finn Bazard Ferns

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Finn Bazard Ferns a créé une publication,

Publication Feedback - Admin Center

Currently we send out a CSAT form to our users when we close a ticket, however some users can send 10-15 tickets per day and we don't want to send that many CSAT forms to each users.

It would be good to make it so that the automation runs a max number of once per day per end user.

Publication le 11 janv. 2023 · Finn Bazard Ferns

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Finn Bazard Ferns a ajouté un commentaire,

CommentaireBusiness rules

Hi There,

I was wondering if there is a way to make sure that Automations only run once per day for a specific user. We are sending out CSAT forms for each time that a user submits a ticket, but some users end up sending in up to 10 tickets in a day, is there a way to limit so that the CSAT is only sent once?

Finn

Afficher le commentaire · Publication le 10 janv. 2023 · Finn Bazard Ferns

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