Elizabeth Churchill

The call button option has disappeared from my zendesk so I can't place an outbound call to the customer. my talk permission is set to agent. Any idea how to resolves this?

Apologies for the delayed response. Yes - that worked great. Thank you.  So now I have several draft sections with multiple articles in each section. If I uncheck the mark as draft box - will all the articles in that section be published? 

I currently have one external email address forwarded to our Zendesk email. I added a second external email address to forward to the same Zendesk email. So two external email addresses are set to forward to the same Zendesk support email. Is that possible? Asking because the second forward is not working. The SFP record is valid and DNS records are set up correctly.

Thank you!

Hi,

I'm using Zendesk Professional. We are in the process of changing products and want to develop new sections and articles before rollout. I know I can create draft articles in existing sections of the knowledge base but can I create a draft section and not have it visible to the public?

Hi,

Is there a way to view all the labels that I am currently using in the knowledge base? I want to clean them up but it would be nice to see what ones are currently being used. I did try to filter articles in the knowledge base by label but not all labels are shown.

Thanks.

Hi,

I am trying to determine the talk time and wrap-up time for the month as well as the talk time average and wrap-up time average for the month. I started with this query

but when I do a different query with legs I get this

and the sum(call talk time(sec)) is different. Why?  What is the best way to determine total talk and wrap time for the month for calls? 

I need two metrics

1. the time from when the agent starts talking to the customer to when that call ends

2. the wrap up time

how do i extract these datasets?

Liz

Hi,

I'm not sure if this is possible. I have pending tickets. I would like to automatically mark these as solved after 7 days if there is no response from the customer. I can do that. I would like to add an automatic response to the customer that we are closing the ticket. Is that possible? 

Here is a scenario: The customer calls to ask a question. Many times we need to email information to the customer after the phone call. How would I determine, say for the month,  the number of initial voice calls that are followed up by an email response?

Hi,

I would like to know how many talk tickets are followed up by an email from the agent.

How would I do that?

Liz