Gerardo

1. Explore
2. ...
3. Building and customizing reports
4. How are one-touch resolutions calculated?

Hi,  how are follow-up tickets considered in the one touch tickets?  I have noticed that every ticket is counted separately. The same for merged tickets.  I know that we can exclude merged tickets,...

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• Gerardo
• Création 2 décembre 2022 18:49
• 0 vote

1. Communauté
2. Zendesk Support EAP - Custom Ticket Statuses
3. EAP Docs: Accessing and viewing your ticket statuses

Hi, I have activate the new customize ticket statuses, and I see the default one have a placeholder for a dynamic content. Where can I find those placeholder? And are those translated in all the la...

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• Gerardo
• Modifié 20 octobre 2022 12:27
• 0 vote

1. Explore
2. ...
3. Viewing and using dashboards
4. Overview of the Explore live dashboard

Hi there,  Will there be an option to see the live data for SLA like breached and achieved or also by SLA metrics?  Or is this already available?

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• Gerardo
• Création 12 octobre 2022 08:14
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Please include SLA in View Conditions

Hi,  I agree to this, Ideal would have also a condition based on metrics example ticket SLA Next reply time breached or Agent working time breached. 

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• Gerardo
• Création 21 juin 2022 09:28
• 0 vote

1. Support
2. ...
3. Agent guide for Support
4. Viewing and understanding SLA targets

Hi there,  Is there a way to filter the SLA for reply and solving time?  Ideal would be to have a view for each. Or a to add a tag dedicated to one of both breached. Or a way to prioritize one to a...

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• Gerardo
• Modifié 17 juin 2022 14:04
• 0 vote

1. Communauté
2. Tips from users - Zendesk Suite
3. Tip: How to Customize the Jira Zendesk Integration to Update the Zendesk Status

Hi Heather Rommel, We followed all the steps above and thank you for this powerful hint. I have a question about this part We get the error that the account is not authorized, we add the email of ...

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• Gerardo
• Modifié 28 avril 2022 07:47
• 1 vote

1. Communauté
2. Zendesk Suite Q&A
3. Agent status based on their activity

Hi @..., Thanks a lot for the hint, I am very interested, but we are not using messaging, we still use chat.  Therefor I believe, we can not participate, as it is in the requires.   

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• Gerardo
• Création 8 avril 2022 07:40
• 0 vote

1. Communauté
2. Feedback - Voice (Talk)
3. Limit agents ability to listen to recordings

Hi,  why no community moderator of Zendesk had some thoughts on this topic? Can we get a feedback?

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• Gerardo
• Création 29 mars 2022 12:37
• 7 votes