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Joshua Minton

Adhésion le 21 sept. 2022

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Dernière activité le 16 déc. 2024

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Joshua Minton a ajouté un commentaire,

CommentaireSchedule management and time tracking (WFM add-on)

How does timezone on the account and location level impact the timezone the request is made in?

Afficher le commentaire · Publication le 16 déc. 2024 · Joshua Minton

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Joshua Minton a ajouté un commentaire,

CommentaireGetting started with Zendesk workforce management

it is not at all clear in the current documentation how time zone settings [account, location, user] affect different aspects of the software - namely scheduling and PTO requests.

 

Can we please get the documentation updated to reflect how this all interacts; as soon as possible. Thank you

Afficher le commentaire · Publication le 16 déc. 2024 · Joshua Minton

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Joshua Minton a ajouté un commentaire,

CommentaireRouting

Jenny Gillett  Barry Neary 

Are there any updates regarding this?

"May 01, 2024

Comment actions

Hi Emily Hillerman 

The plan is to have whatever schedule you have setup in Tymeshift to be pushed down to the routing engine. So as you say if an agent is due to work on emails in the morning and calls in the afternoon then their agent status would automatically change to reflect that (in the morning status = ‘Email only’, afternoons change to ‘Calls only’)

"

Afficher le commentaire · Publication le 03 déc. 2024 · Joshua Minton

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CommentaireSetting Guide roles and permissions

Hello - our company is looking to use user segments to gate our Zendesk Help Center. We would like to add all organizations to a single Segment. Why is the limit only 50 orgs per segment? Is there a workaround?

Afficher le commentaire · Publication le 30 nov. 2022 · Joshua Minton

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Joshua Minton a créé une publication,

Publication Q&A - Reporting and analytics

I am looking to create a report in explore showing the number of unsolved tickets assigned to an agent over time.

How can this be created, and what metrics or attributes should be placed in the rows/columns for this to display?

Publication le 21 sept. 2022 · Joshua Minton

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