Scott Allison

1. コミュニティ
2. Zendesk Messaging EAP - First Reply Time and Next Reply Time SLAs
3. What is the First Reply Time and Next Reply Time SLAs beta about?

Benedicte Perez Thanks for taking part in the EAP, and for your questions. - the SLA on FRT seems not updated if the field of the tickets are not filled. Therefore the first response is not proper...

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• Scott Allison
• 作成日時 2023年09月15日 16:50
• 0 件の投票

1. Support
2. ...
3. Service Level Agreements (SLA), macros, and CSAT
4. Why am I receiving unexpected bad satisfaction ratings?

David Launen Yes, this is what we do: https://support.zendesk.com/hc/en-us/articles/4408831380122/comments/5796435691290

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• Scott Allison
• 作成日時 2023年09月13日 01:28
• 0 件の投票

正式なコメント

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Revision History for Macros

Thank you all for supporting this idea. I'm one of the product managers here at Zendesk and your feedback is truly appreciated. This is definitely on our radar, and it's something that we'd like to...

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• Scott Allison
• 編集済み 2023年09月11日 23:51
• 0 件の投票

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Revision History for Macros

Thank you all for supporting this idea. I'm one of the product managers here at Zendesk and your feedback is truly appreciated. This is definitely on our radar, and it's something that we'd like to...

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• Scott Allison
• 編集済み 2023年09月11日 23:51
• 0 件の投票

1. Zendesk updates
2. Announcements
3. Announcing visibility of all macros to admins in Admin Center

Thank you everyone for your feedback! I'm glad this improvement is valuable. We have deliberately approached this incrementally so you can get access to something sooner, instead of waiting longer ...

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• Scott Allison
• 作成日時 2023年09月11日 23:42
• -1件の投票

正式なコメント

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Allow admins to view agent macros

I have another update to share! Starting today we are rolling out this enhancement to Admin Center. The announcement about it is here, and the rollout will be complete one week from now: https://su...

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• Scott Allison
• 作成日時 2023年09月06日 00:43
• 0 件の投票

1. コミュニティ
2. Zendesk Messaging EAP - First Reply Time and Next Reply Time SLAs
3. What is the First Reply Time and Next Reply Time SLAs beta about?

Lauren Benkov In this initial release the shortest time is 1 minute, but in Q4 we'll introduce support for specifying it in seconds instead. So yes, you'll be able to set 30s!

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• Scott Allison
• 作成日時 2023年08月31日 20:50
• 0 件の投票

1. Zendesk updates
2. Announcements
3. Announcing a new SLA metric: Total resolution time

Kelsey Davis You can use all SLA metrics at the same time if you wish. But we recommend you understand each and pick the ones relevant to your business.

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• Scott Allison
• 作成日時 2023年08月31日 16:17
• 0 件の投票

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Improved search for deleted tickets

Thank you all for feedback here, it's truly appreciated. First thing I want to clarify is that this thread is about improving search for deleted tickets (before they are permanently deleted, after ...

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• Scott Allison
• 作成日時 2023年08月30日 22:17
• 0 件の投票

1. コミュニティ
2. Feedback - Ticketing System (Support)
3. Multiple schedules for non-Enterprise plans

There are no plans for this to change, so I am marking this as not planned. That doesn't mean we won't ever do it, but there are no current plans.

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• Scott Allison
• 作成日時 2023年08月30日 17:28
• 0 件の投票