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Finn Bazard Ferns

参加日2023年1月10日

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前回のアクティビティ2024年5月07日

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さんの最近のアクティビティ Finn Bazard Ferns

Finn Bazard Fernsさんがコメントを作成しました:

コメントAdditional ticket channels

Hi Tetiana,

I am trying to count the number of tickets that have linked to guide or article, so that I can see how effective this is at reducing the overall ticket flow.

 

コメントを表示 · 投稿日時:2023年4月24日 · Finn Bazard Ferns

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Finn Bazard Fernsさんがコメントを作成しました:

コメントAdditional ticket channels

We have been using the linking of the tickets to the tickets to give users links to our articles, however D_COUNT(Linked article tickets) only shows a single ticket for the last month where I can see many more than this in our actual ticket. Does this function measure something different to tickets linked through the method shown above?

コメントを表示 · 投稿日時:2023年4月24日 · Finn Bazard Ferns

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Finn Bazard Fernsさんがコメントを作成しました:

コメントBuilding reports

I have been trying to find the definition of different Click through Rates (CTRs) through the different channels. Web widget and Help desk seem pretty self explanatory, but the Agent Workspace CTR is giving a very low CTR to what I expected.

Does this CTR count through the number of tickets and count the number of times the knowledge base is accessed from tickets to determine the CTR.

OR

Does the CTR count the number of times that we link to the knowledge base through tickets and then count the number of times that these are used.

Any help would be appreciated.

Cheers,

Finn

コメントを表示 · 投稿日時:2023年4月18日 · Finn Bazard Ferns

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Finn Bazard Fernsさんが投稿を作成しました:

投稿 Q&A - Apps and integrations

I have seen that there is the ability to assign the tags, but is there a way to assign a customer so there is easy consistency between the two platforms?

投稿日時:2023年2月22日 · Finn Bazard Ferns

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Finn Bazard Fernsさんが投稿を作成しました:

投稿 Feedback - Admin Center

Currently we send out a CSAT form to our users when we close a ticket, however some users can send 10-15 tickets per day and we don't want to send that many CSAT forms to each users.

It would be good to make it so that the automation runs a max number of once per day per end user.

投稿日時:2023年1月11日 · Finn Bazard Ferns

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Finn Bazard Fernsさんがコメントを作成しました:

コメントBusiness rules

Hi There,

I was wondering if there is a way to make sure that Automations only run once per day for a specific user. We are sending out CSAT forms for each time that a user submits a ticket, but some users end up sending in up to 10 tickets in a day, is there a way to limit so that the CSAT is only sent once?

Finn

コメントを表示 · 投稿日時:2023年1月10日 · Finn Bazard Ferns

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