Chris Bulin

1. Communauté
2. Support Q&A
3. Sending different email template based on ticket organisation/field value.

I know you can create a dynamic template for Brands, but I don't know of a way to do this by specific ticket conditions. You might try manipulating that structure to see if it will work for your ne...

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• Chris Bulin
• Création 12 juillet 2021 14:21
• 0 vote

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Determine ticket assignee when satisfaction rating is given

You're welcome Joshua Bentley! Yes, tagging is a great way to control for this. We actually have a ticket field for escalations that we use. You can also create a trigger that assigns those tickets...

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• Chris Bulin
• Création 8 juillet 2021 12:49
• 0 vote

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Determine ticket assignee when satisfaction rating is given

Hi Joshua Bentley! It looks like one of the suggestions I had for Melanie would work if you only want CSAT to be reflected at the final resolution. In those cases, Assignee 1 would not have the opp...

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• Chris Bulin
• Création 7 juillet 2021 21:01
• 0 vote

1. Communauté
2. Support Q&A
3. Ticket field options when marked default does not reflect

Hi Rebecca Katz, I checked the Custom Fields help page and it looks like this has not changed. There is the following under the dropdown fields section: Note: When you configure a default option in...

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• Chris Bulin
• Modifié 15 juin 2021 16:13
• 0 vote

1. Support
2. ...
3. Business rules
4. Why do I see differences in SLA target hours?

Hi Kevin, the SLA policies currently allow for measuring Customer Wait Time or Agent Work Time. It sounds like you may want Agent Work Time. Here's a visual of these two metrics as outlined in the ...

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• Chris Bulin
• Création 8 juin 2021 13:13
• 0 vote

1. Communauté
2. Support Q&A
3. Auto Generate ticket via email

Ok, it sounds like you just want to set up the email address that users are sending the email to as one of your Zendesk addresses. You can find the instructions for that here: https://support.zende...

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• Chris Bulin
• Création 7 juin 2021 16:21
• 1 vote

1. Communauté
2. Support Q&A
3. Auto Generate ticket via email

Hi Andrew, It sounds like you want to set up an auto-response to tickets sent to your Zendesk email address. You can find a simple version in this blog post.  There is not a way to add an attachmen...

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• Chris Bulin
• Création 7 juin 2021 16:02
• -1 votes

1. Support
2. ...
3. Business rules
4. Why do I see differences in SLA target hours?

Hi Kevin Roussety You can create SLA Policies by using the following this guide  The policy will allow you to set your SLAs in calendar or business hours and by the level of priority on the ticket....

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• Chris Bulin
• Création 7 juin 2021 15:57
• 0 vote

1. Communauté
2. Explore Q&A
3. List Reporting

Hi Melissa Frechette! Thanks for giving so much detail about your situation. I have an alternate solution for this. You may want to check out the free version of the Advanced Search app from Zendes...

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• Chris Bulin
• Création 19 mai 2021 16:04
• 0 vote

1. Communauté
2. Support Q&A
3. Create rule from specific users

You're welcome!

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• Chris Bulin
• Création 30 avril 2021 19:22
• 0 vote