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Julie Curry

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    Julie Curryさんが投稿を作成しました:

    variable for first reply time

    I'm trying to create a variable in gooddata to show the number of tickets created over the past few months that had first reply times in specific windows. I don't find gooddata reporting to be intu...

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    Julie Curryさんが投稿を作成しました:

    Marking best answer for the community

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    What is best practice for the community manager marking a best answer on the community?  If the manager knows that something is the best answer, should he/she just prevent additional comments from ...

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    Julie Curryさんがコメントを作成しました:

    Thanks, Andrew! I'm not a fan of the system escalating these cases when they shouldn't be escalated.  Since this is all new to me I was wondering if maybe others have dealt with similar situations...

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    Julie Curryさんがコメントを作成しました:

    Hi Andrew,   Thank you for your response.  I'm not familiar with time based tests. Basically our automations will escalate the ticket if responded tag is missing and ticket was created more than...

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    Julie Curryさんが投稿を作成しました:

    Using responded tag to deactivate automations

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    My organization is new to Zendesk.  Our contracts are set up so that we are required to respond to tickets within a specified amount of time.   Once the ticket has been submitted as pending, tag "...

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    Julie Curryさんがコメントを作成しました:

    Some of our contracts require us to respond within an hour and sending our agents reminders they may not receive until nearly 2 hours after ticket creation is not good enough.