Anne Ronalter
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Anne Ronalter comentou,
Hi Max,"Default dashboards are read-only, so you can not drill in, edit, or otherwise dive into the details of how they are made or what data they include.""To make more substantial changes to a de...
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Anne Ronalter comentou,
Hello Glen,thank you for your Feedback on this.At the moment, it is unfortunately not possible to take over the priority into a child ticket.In the article Using side conversation child tickets it ...
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Anne Ronalter comentou,
Hello Domingo,I have reached out to you via Email so that we can take a closer look at this case.Best regards,
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Anne Ronalter comentou,
Hello Fiona,we have an article about this topic here:How do I turn off messaging and go back to live chat?
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Anne Ronalter comentou,
Hello Daniel,thank you for your Feedback on this.At the moment, it is unfortunately not possible to specifically customize the chat transcript Email, but you can of course Customize your templates ...
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Anne Ronalter comentou,
Hello Benedicte,The definition can be found in the following article:Analyzing agent ticket touches with ExploreOne-touch tickets: Tickets that were solved with only one agent reply.Two-touch ticke...
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Anne Ronalter comentou,
Hello Alanna,what you could do, would be to run an API call to bulk delete the Chat history.Please refer to the following sources:- Bulk Delete Chats - Delete multiple tickets permanently
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Anne Ronalter comentou,
Hello Bonni,Currently, there is no option to report on idle time in general.I have also found the following post in regards to that topic:Calculating agents idle time
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Anne Ronalter comentou,
Hello Sigurjon,this is unfortunately currently not possible, but I have found a Community post with a similar request: Guide Dashboard - who has viewed my articles
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Anne Ronalter comentou,
Hello Irjen,If an agent replies directly from an email application and not through Zendesk, the internal notes will also be forwarded to the end user.This is due to the email copy that the agent re...