Stylemix Support

Hi Chandra, 

Thank you for your help 😉  This is exactly what I was looking for. I missed that condition in Views somehow.

Cheers!   

Hello, 

In our system, agents can work only with assigned tickets. They can't re-assign tickets to another agent. We need to know how to list tickets where customer waits for agents reply more than 3 days or 5 days? Or the possibility of sorting open tickets where a certain agent doesn't reply within 3 or 5 days. 

Thank you 

Cheers!  

Hi Hillary Latham, 

Sure, I will check this recipe. Thank you for the link 🙏🏻

Hello, 

Is there a possibility of calculating a time from the first assignment to when a ticket was resolved?

Or is it possible to calculate the time spent to resolve tickets per month. I can review a number of solved tickets per month by a certain agaent. Now I want to know how much time was spent to resolve those tickets. 

I hope there is a solution. 

Thank you in advance! 

Stephen Belleau thank you for your answer. I will check the suggested custom metric soon and inform you here of any progress. I can live without $ sign. 

Regarding your questions:

- you are right, it needs to include closed tickets as well.  

- agents will work only with their tickets. Reassignment will not be allowed between agents. Re-assignment will be controlled by the admin. 

I'm planning to use this trigger to prevent agents from reassigning tickets - https://support.zendesk.com/hc/en-us/articles/360038674233-How-can-I-prevent-agents-from-reassigning-tickets-to-other-agents-    

 

Hi, 

I want to set a bonus system based on the agent's performance. I will some amount of money per range of solved tickets per month. 

For example, the agent solved 40-50 tickets/month, so he/she should get $100, if 60-70 then $200 and so on. Is there a receipt to calculate such kind of condition? 

Thank you in advance!