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Finn Bazard Ferns

가입한 날짜: 2023년 1월 10일

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마지막 활동: 2024년 5월 07일

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님의 최근 활동 Finn Bazard Ferns

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댓글Additional 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.

 

댓글 보기 · 2023년 4월 24일에 게시됨 · Finn Bazard Ferns

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댓글Additional 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?

댓글 보기 · 2023년 4월 24일에 게시됨 · Finn Bazard Ferns

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댓글Building 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

댓글 보기 · 2023년 4월 18일에 게시됨 · Finn Bazard Ferns

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Finn Bazard Ferns님이 에 게시물을 만듦

게시물 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?

2023년 2월 22일에 게시됨 · Finn Bazard Ferns

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게시물 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.

2023년 1월 11일에 게시됨 · Finn Bazard Ferns

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댓글Business 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

댓글 보기 · 2023년 1월 10일에 게시됨 · Finn Bazard Ferns

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