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Noly Maron Unson
가입한 날짜: 2021년 11월 23일
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마지막 활동: 2024년 10월 29일
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님의 최근 활동 Noly Maron Unson
Noly Maron Unson님이 에 댓글을 입력함
Hi Natasha.
You can customize your CSAT automation to include the "Hours since created" condition like the one below:
In the above sample, the automation will only fire for tickets created for less than 1 year (1year = 8766 hrs).
Hope this helps.
댓글 보기 · 2024년 4월 19일에 게시됨 · Noly Maron Unson
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Hi Lou,
I've gone ahead and created a ticket for you so that we can have this checked. Please check your email for my message and reply so that we can start troubleshooting.
Thank you.
댓글 보기 · 2024년 3월 19일에 게시됨 · Noly Maron Unson
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Hi John,
You can add filter to the report like Ticket status (to filter the Solved/Closed tickets), Tickets created - date and Assignee name. This will make it that the random tickets that will appear will still adhere to the filter you have set.
Hope this helps.
댓글 보기 · 2024년 3월 18일에 게시됨 · Noly Maron Unson
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Hi Gouthami,
This is not natively possible but there is a Zendesk developed app that can be used to achieve this. The app is called Ticket Field Manager. There is an option in this app to make certain fields a read-only field. You can check the article Installing and using the Ticket Field Manager app for more info.
Hope this helps.
댓글 보기 · 2024년 3월 18일에 게시됨 · Noly Maron Unson
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Hi Daniel,
You can use the formula below to create a Standard calculated attribute
IF (VALUE(First reply time (min)) <= 60)
THEN "0-1 hrs"
ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*8)
THEN "1-8 hrs"
ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*24)
THEN "8-24 hrs"
ELIF (VALUE(First reply time (min)) > 60*24 AND VALUE(First reply time (min)) <= 60*48)
THEN "24 - 48 hrs"
ELIF (VALUE(First reply time (min)) > 60*48 AND VALUE(First reply time (min)) <= 60*72)
THEN "48 - 72 hrs"
ELIF (VALUE(First reply time (min)) > 60*72)
THEN ">72 hrs"
ELSE " No replies"
ENDIF
Hope this helps.
댓글 보기 · 2024년 3월 18일에 게시됨 · Noly Maron Unson
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Hi Alison.
Yes. It will be based on tickets submitted by the same requester two weeks before and after the current ticket being viewed by the agent was created.
Hope this helps.
댓글 보기 · 2024년 3월 14일에 게시됨 · Noly Maron Unson
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Hi Kris and Sydney.
I've created support tickets in your behalf in order to discuss this further. Please check your email for my message.
Thank you.
댓글 보기 · 2024년 1월 09일에 게시됨 · Noly Maron Unson
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Hi MineralTree,
What you're looking for is the Metric Filter. You can use this to show only the values for 1 and remove the ones with 0.
Hope this helps.
댓글 보기 · 2023년 12월 18일에 게시됨 · Noly Maron Unson
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