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Paul Tarling
Adhésion le 15 janv. 2024
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Dernière activité le 06 août 2024
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Dernière activité effectuée par Paul Tarling
Paul Tarling a créé une publication,
Hi Everyone,
Hope the community can provide some guidance here, because I am quite stuck and could really use some advice.
We have our SLA's set up in Zendesk in a very basic fashion:
- First reply must be within x number of hours dependent on ticket severity
- Resolution within x number of hours dependent on ticket severity.
More often than I would like, our customers will log a support ticket asking for a task to be completed on a particular day - often weeks in the future. We set the due date, and have an automation to run to e-mail agents and remind them when the task is approaching.
However - the tickets almost always breach Resolution SLA because it's passed X number of hours, but happening on a date defined and agreed with the customer. So from my perspective, isn't really an SLA Breach because we're actioning the request on a specific date agreed by the customer.
Does anybody have any wise ideas on how to get around this?
Thanks so much,
Paul.
Publication le 06 août 2024 · Paul Tarling
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Paul Tarling a ajouté un commentaire,
Hi there,
When are you intending to release Intents for different industries? I work in Mobile/Telecoms and purchased the Advanced AI add-on late last year. It's very disappointing that we can't use the majority of the AI features being added at the moment, it seems like Zendesk's focus has drifted on to expanding the use of Intent's in to other features, rather than worrying about releasing the verticals that paying customers need in order to make use of some of these features. I see that Custom Intents has now been released, but I'm not sure if I can use that to build out all of the intents that are needed for my industry?
Paul.
Afficher le commentaire · Publication le 23 avr. 2024 · Paul Tarling
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Paul Tarling a ajouté un commentaire,
So if I wanted an automation to run the next business day after a particular trigger, and I'm using 9-5 as my working hours, is that consider 8 Business Hours, or 24 business hours?
Afficher le commentaire · Publication le 01 févr. 2024 · Paul Tarling
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Paul Tarling a créé une publication,
Hi everyone!
I was hoping that this wonderful Zendesk community might be able to help with a problem that we're encountering at the moment. Full disclosure - we are not yet live on Zendesk, we are in the process of migrating over, however from previous experience I am worried the same problem will occur when we go live.
First, some background: We operate in a B2B2C type environment, and only sell our products to IT Re-sellers. Responsibility for First Line Support lives with the re-seller, and they will escalate to us if they are unable to solve. This often means that a whole bunch of troubleshooting information needs to be sent to us at the point where our customer wants to raise a ticket. Once a ticket is raised with us, we liaise with the reseller, not the end customer.
What we're finding is that, because our Customers are using their own Support Ticketing system with commentary we need, they use their own Ticketing platform to contact us. This creates a significant problem with e-mail loops. For our customers that use Zendesk for ticketing, this isn't a problem - Zendesk handles that really well. But we're finding that if a different system is used (e.g. Salesforce) then we end up in an infinite mail loop and get blocked by the customer's own Ticketing system. Which then results in our customer never receiving our reply, because other messages have been stuck in a loop.
Has anybody else encountered this particular problem? I really do not want to tell our customers not to contact us via a Ticketing system if there is a viable solution anywhere.
Thanks in advance for any thoughts and guidance :)
Paul.
Publication le 15 janv. 2024 · Paul Tarling
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