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Joshua Minton

Data ingresso 21 set 2022

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Ultima attività 16 dic 2024

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Joshua Minton ha commentato,

CommentoSchedule management and time tracking (WFM add-on)

How does timezone on the account and location level impact the timezone the request is made in?

Visualizza commento · Data ultimo post: 16 dic 2024 · Joshua Minton

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Joshua Minton ha commentato,

CommentoGetting started with Zendesk workforce management

it is not at all clear in the current documentation how time zone settings [account, location, user] affect different aspects of the software - namely scheduling and PTO requests.

 

Can we please get the documentation updated to reflect how this all interacts; as soon as possible. Thank you

Visualizza commento · Data ultimo post: 16 dic 2024 · Joshua Minton

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Joshua Minton ha commentato,

CommentoRouting

Jenny Gillett  Barry Neary 

Are there any updates regarding this?

"May 01, 2024

Comment actions

Hi Emily Hillerman 

The plan is to have whatever schedule you have setup in Tymeshift to be pushed down to the routing engine. So as you say if an agent is due to work on emails in the morning and calls in the afternoon then their agent status would automatically change to reflect that (in the morning status = ‘Email only’, afternoons change to ‘Calls only’)

"

Visualizza commento · Data ultimo post: 03 dic 2024 · Joshua Minton

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Joshua Minton ha commentato,

CommentoSetting Guide roles and permissions

Hello - our company is looking to use user segments to gate our Zendesk Help Center. We would like to add all organizations to a single Segment. Why is the limit only 50 orgs per segment? Is there a workaround?

Visualizza commento · Data ultimo post: 30 nov 2022 · Joshua Minton

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Joshua Minton ha creato un post,

Post Q&A - Reporting and analytics

I am looking to create a report in explore showing the number of unsolved tickets assigned to an agent over time.

How can this be created, and what metrics or attributes should be placed in the rows/columns for this to display?

Data ultimo post: 21 set 2022 · Joshua Minton

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