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James Beniston

가입한 날짜: 2022년 1월 06일

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마지막 활동: 2025년 1월 23일

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커뮤니티 댓글Zendesk AI EAP - Similar tickets

Pedro Cerqueira 
This would work in the near term, likewise an option to look at  tickets from the same product.

 

All of Sheldon points above would also be a great value add. 

댓글 보기 · 2024년 9월 23일에 게시됨 · James Beniston

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커뮤니티 댓글Zendesk AI EAP - Similar tickets

Is there any option or anything on the roadmap to enable to contain looking for similar tickets within brand?

We have several brands, most of which are quite different in their setup & operating processes. Right now it is not possible to see which brand the suggested "Similar ticket" is registered against without opening it, this then is another click or two. The ability to see this this with the brand logo on the intelligence panel or something would really help. Likewise to be able to limit the scope to ticket brand would also help.

Thanks!

댓글 보기 · 2024년 3월 18일에 게시됨 · James Beniston

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커뮤니티 댓글 Feedback - Reporting and analytics (Explore)

+1 for me

The ability to see on which days the CSAT survey was taken would be super useful...

댓글 보기 · 2024년 2월 14일에 게시됨 · James Beniston

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댓글Reporting for Talk

Thanks Rosie that is a great start...

Is it possible to see outbound duration per IVR queue or talk number?

Or is there information somewhere that explains how the outbound call flow is looking?

댓글 보기 · 2023년 12월 01일에 게시됨 · James Beniston

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댓글Reporting for Talk

I do not understand why but i cannot get a report on call duration that either includes or is specific only to outbound calls.

I have a daily report for all calls, one of the metrics there is Call Duration (Sum) but the numbers reported do not include outbound calls.

Have i missed something, doing something wrong?

Our agents make a lot of outbound calls so getting this time spent data is really important for me to track.

 

댓글 보기 · 2023년 11월 29일에 게시됨 · James Beniston

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댓글Writing formulas

Thanks @..., i have what i need!

댓글 보기 · 2022년 4월 14일에 게시됨 · James Beniston

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댓글Accounts and billing

We have the Enterprise Plus Suit plan along with unlimited brands. When making my first premium sandbox replication only 6 brands are replicated.

Is there a way to get all brands replicated or to at least be able to select which brands to replicate?

댓글 보기 · 2022년 4월 11일에 게시됨 · James Beniston

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댓글Using Built by Zendesk apps

Could this be used to hide selected support groups from being selectable in:

  • Guide
  • Chat
  • Web Widget

We are looking at creating groups to control views etc. that are not directly related to routing or  serving tickets and this looks like it could be a great help...

댓글 보기 · 2022년 4월 08일에 게시됨 · James Beniston

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댓글Writing formulas

Hi Everyone,

I am trying to report on our onboarding efforts with customers, all the data on which is stored in Zendesk.

All of our onboarding process is handled via a single ticket per organization. I would like to count all of these tickets, i assume this could be done via creating a new standard calculated metric?

Something like: COUNT(Tickets)[Ticket form]="Customer Onboarding"  

This one does not compute, i must be missing something...

What I would like to do then is slice the data on standard calculated attributes to say that:

  • xx% of all onboarding tickets either receiving an onboarding call // refusing an onboarding call 
  • or xx% of tickets did not hit time to value

I feel like i need the metric first an the rest will flow into place.

Any input on this would be awesome!

Cheers

James

 

댓글 보기 · 2022년 3월 28일에 게시됨 · James Beniston

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댓글Global security and user access

Hi,

What are the parameters on which this would be activated or available to be instigated?

Assume this covers us where something happens on the server location or a natural disaster etc. Would we be covered or able to use this feature if we ourselves did something that upset or caused data outage in our Zendesk environment?

 

Thanks

James

댓글 보기 · 2022년 2월 24일에 게시됨 · James Beniston

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