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Amy

Data ingresso 21 set 2023

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Ultima attività 21 gen 2025

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Amy ha commentato,

Commento nella community Feedback - Ticketing system (Support)

This really needs to be reviewed for roadmap consideration. 

 

We receive numerous replies to customer order emails (made via NetSuite) that get auto-suspended. Zendesk itself confirmed they completely blacklist NS. So we have zero ability to whitelist NetSuite email replies.

 

This creates an extremely manual and time-consuming process, especially when paired with our own Auto-Triage. We have to recover each ticket ‘automatically’ so we don't lose images and other data, then hunt it down because our other automated processes can't be bypassed nor can I create a new automation based on recovered suspended tickets

Visualizza commento · Data ultimo post: 21 gen 2025 · Amy

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Post Feedback - Ticketing system (Support)

Using the new Agent Home, some Open tickets do not appear when filtering for Open. 

Your Work → Tickets → no filters applied = correctly showing all assigned Open, Pending, On-Hold tickets, as expected

Your Work → Tickets → add filter for “Open” and get zero or mixed results, inaccurate of all actual Open tickets

 

Example, 2 Open tickets assigned to me, ex991 and ex117. 991 has 36 hours and 117 has 2 days before SLA breach. I can't understand why 117 shows up with “Open” filtered but 991 does not.  

 

This issue happened to another Admin but their missing Open were tickets with SLA breaches. 

Data ultima modifica: 14 gen 2025 · Amy

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Amy ha commentato,

CommentoReporting for Talk

How can I measure the time between a customer leaving a voicemail message and our agent calling them back(returning their call)? 

We need to measure this to meet SLAs for our clients. 

Visualizza commento · Data ultimo post: 21 set 2023 · Amy

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