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Ilya Gook
Data ingresso 16 apr 2021
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Ultima attività 20 gen 2025
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Ultima attività di Ilya Gook
Ilya Gook ha commentato,
I usually refer to this article, even though it's several years old already. My experience and common sense also confirm that B2B business need to set the goal to reply no later than in 24 hrs via email (except for weekends) and strive to reply to 90% of chats in 30 seconds.
Zendesk allows you to set more granular targets, at least for tickets, so I'd also recommend adding separate SLA policies for upper-tier customers with quicker targets (up to several hours, if your team's capacity permits)
Visualizza commento · Data ultimo post: 29 mag 2024 · Ilya Gook
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Ilya Gook ha commentato,
Advanced AI add-on article is not accessible for some reason Aimee Spanier
Visualizza commento · Data ultimo post: 10 mag 2023 · Ilya Gook
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Ilya Gook ha commentato,
@... seconding the last comments from Zach: this "Make email comments from CCed end users public" setting is not new, and it's not a proper fix for the problem, more of a temporary workaround. It's explicitly said "not recommended" as one risks exposing comments from end-users who might send them in reply-to mode intentionally
Visualizza commento · Data ultimo post: 14 ott 2021 · Ilya Gook
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Ilya Gook ha commentato,
@... will the CCs and followers – Tickets replied to by a CC get no SLA issue be addressed as well?
Visualizza commento · Data ultimo post: 12 ott 2021 · Ilya Gook
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Ilya Gook ha commentato,
BTW this is the best workaround we've managed to find so far: Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied
Visualizza commento · Data ultimo post: 21 set 2021 · Ilya Gook
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Ilya Gook ha commentato,
+1, honestly, treating such comments as internal notes and not public comments looks like a real crutch to me
Visualizza commento · Data ultimo post: 10 feb 2021 · Ilya Gook
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