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Raida Lopez

Adhésion le 01 mai 2024

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Dernière activité le 31 janv. 2025

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Raida Lopez a ajouté un commentaire,

CommentaireZendesk messaging

That's a really good idea, Nora! This way, we can see the original request, as sometimes customers' ambiguous replies make it harder to support them.

Afficher le commentaire · Modification le 31 janv. 2025 · Raida Lopez

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Raida Lopez a créé une publication,

Publication Feedback - Chat and Messaging (Chat)

Currently, the count for resolved and unresolved conversations is only available in Insights. Would it be possible to add these metrics directly to the dashboard for easier visibility? This would help streamline reporting and allow for quicker access to key data without needing to navigate to Insights.

Publication le 31 janv. 2025 · Raida Lopez

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Raida Lopez a ajouté un commentaire,

CommentaireReporting and analytics admin questions

Hi! Does this not work on the report builder? I have a dashboard and see no option to schedule anything. 

Afficher le commentaire · Publication le 04 oct. 2024 · Raida Lopez

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Raida Lopez a ajouté un commentaire,

CommentaireReporting and analytics for help center

I do not have this dashboard available in my Pro plan. Can you help me?

Afficher le commentaire · Publication le 13 sept. 2024 · Raida Lopez

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Raida Lopez a ajouté un commentaire,

CommentaireExplore recipes

I'd like to include this report in a dashboard so that I can report on the weekly amount when I search for “previous week” in the dashboard filter. Is that possible? 

Afficher le commentaire · Publication le 09 sept. 2024 · Raida Lopez

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Raida Lopez a ajouté un commentaire,

CommentaireWriting formulas

I need a syntax to exclude First Reply Time when the agent is the one that initiates the ticket. How can I do this? Thanks! 

Afficher le commentaire · Publication le 29 août 2024 · Raida Lopez

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Raida Lopez a ajouté un commentaire,

CommentaireExplore recipes

Hi there! I have followed these steps, but the report continues to generate tickets that were answered, for example, 500 minutes later. This happens when the customer reaches out outside of our business hours and doesn't receive a first-time reply until the next day. Just to clarify, our business hours are from 7 am to 10 pm, 7 days a week. Can you please guide me through the process of creating a custom report? Thank you!

Afficher le commentaire · Publication le 27 août 2024 · Raida Lopez

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Raida Lopez a ajouté un commentaire,

CommentaireExplore recipes

Is it possible to just see how many tickets agents attached a KB article to? I’m not interested in having the end user “solve” the ticket. I just want to see whether or not/how often agents attach a KB article to a ticket. What recipe should I follow? 

Thanks! 

Afficher le commentaire · Publication le 17 août 2024 · Raida Lopez

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Raida Lopez a ajouté un commentaire,

CommentaireViews, ticket status, and ticket fields

Hello,

 

I'd like to create a report to filter emails submitted by the requester (not API) and their subject. Are you able to walk me through creating the report? TIA! 

Afficher le commentaire · Publication le 12 août 2024 · Raida Lopez

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Raida Lopez a ajouté un commentaire,

CommentaireSetting up and using Text

Zendesk Talk is not HIPAA-compliant, which we need. Can you please recommend alternative SMS platforms (excluding Dialpad) that are HIPAA-compliant and integrate with Zendesk to allow for SMS to be answered via ticket or widget? TIA! 

Afficher le commentaire · Publication le 30 juil. 2024 · Raida Lopez

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