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Jim Tatum

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Dernière activité effectuée par Jim Tatum
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    Jim Tatum a ajouté un commentaire,

    The problem with Zendesk is, they believe the data doesn't belong to us Zendesk subscribers. They actually believe it belongs to Zendesk and they can provide whatever feature they feel we need or d...

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    Jim Tatum a ajouté un commentaire,

    Bill, That is exactly what I am trying to get thru to Zendesk, scenario #1. We need to know how long it took our support agents to respond to the customer. We don't care about average or median times.

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    Jim Tatum a ajouté un commentaire,

    Graeme, Sorry for the late response. What I am looking for is the actual time of the first response by our support staff. We need to know for our SLA metrics when an agent first responded to a new ...

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    Jim Tatum a ajouté un commentaire,

    Hello all,   I have need for a custom metric that only calculates the FRT to only when the ticket is assigned or taken by an agent. I have been working with Zendesk support and have been told this ...