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Nicholas McMurray

Data ingresso 15 apr 2021

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Ultima attività 27 ott 2021

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Nicholas McMurray ha commentato,

Commento nella communityDiscussion - Zendesk on Suite best practices

HI Terrle,

It looks like you have 2 lines in the "all conditions" section that say "ticket: hours since pending - 72".  Try removing one of those and see if it works.  The other thing I noticed is that you have a check for tags "at least one - no_bump, bbs_1, bbs_2" and in the action section an "add tag bbs_1".  If the first part doesn't work try removing "bbs_1" from the "at least one" list; it may be detecting that as a loop.

Visualizza commento · Data ultimo post: 20 nov 2017 · Nicholas McMurray

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Nicholas McMurray ha commentato,

Commento nella communityDiscussion - Zendesk on Suite best practices

Hi Zach,

Yes, there is a difference.  For this you would likely want Hours Since Pending.  The difference is that if someone submits as Open or On Hold then the Hours Since Update rule would apply.  That could result in things getting cleaned up that need attention.

Visualizza commento · Data ultimo post: 21 lug 2016 · Nicholas McMurray

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Nicholas McMurray ha commentato,

Commento nella communityDiscussion - Zendesk on Suite best practices

We use a similar setup where we bump the customer 2x and then solve the ticket, all with automations.  Works out great.  To Jeremy's question, every now and again we get back a negative rating.  It's rare though and is just as common as it was with a manual process.

Visualizza commento · Data ultimo post: 27 mag 2015 · Nicholas McMurray

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