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Chandra Robrock

Support Specialist Lead at FullStory

Community Moderator
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    Chandra Robrock님이 에 댓글을 입력함

    Hi Yeny - If you check the Ticket Events, you should be able to confirm which users were CC'ed on each message within the ticket. I typically use CMD + F and search for the CCs line on the specific...

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    There is a One-Touch Ticket metric that should be helpful for this use case. More info here: https://support.zendesk.com/hc/en-us/articles/360022364993-How-are-one-touch-resolutions-calculated-

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    Hi Ash! While there wouldn't be a way to search for tickets where a specific agent commented on them within a specified timeframe, you could definitely achieve this via an Explore report. Dataset: ...

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    Nabil Sabih At the moment, Zendesk will surface an in-app notification to the agent in the UI when an agent is @mentioned on the ticket, but I'm afraid they do not support the ability to create a t...

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    Hey Dom - It sounds like you'll want to use the Breached SLA Ticket metric and then filter the query for SLA Metric is First Reply Time. From there, select the date attribute you'd like to drill in...

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    Sophie H We have this problem at my company as well where we communicate when we'll be back in touch and the customer responds with a simple thank you. Of course, you could respond to the customer ...

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    If you know the exact 10 Agent Names you'd like to display, I'd recommend creating a custom Set attribute. You'd want to compute this Set based on the Assignee Name attribute and then select the ex...

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    I don't believe there would be a way to accomplish this, but I haven't run into that specific use case just yet. Hopefully some other community members may be able to weigh in on that question spec...

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    Chandra Robrock님이 에 댓글을 입력함

    Hi Martha! If your team is utilizing SLAs in Zendesk (i.e. a First Response, Next Response or Pausable Update SLA Target), you should be able to create an automation to alert an agent based on the ...

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    Unfortunately, there isn't a way to customize the error message that Zendesk shows. What I've found to be helpful is to guide your agents into what format they should be entering in this custom fie...