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Nicholas McMurray

Entrou em 15 de abr. de 2021

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Última atividade em 27 de out. de 2021

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Nicholas McMurray comentou,

Comentário na comunidadeDiscussion - Zendesk on Suite best practices

HI Terrle,

It looks like you have 2 lines in the "all conditions" section that say "ticket: hours since pending - 72".  Try removing one of those and see if it works.  The other thing I noticed is that you have a check for tags "at least one - no_bump, bbs_1, bbs_2" and in the action section an "add tag bbs_1".  If the first part doesn't work try removing "bbs_1" from the "at least one" list; it may be detecting that as a loop.

Exibir comentário · Publicado 20 de nov. de 2017 · Nicholas McMurray

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Nicholas McMurray comentou,

Comentário na comunidadeDiscussion - Zendesk on Suite best practices

Hi Zach,

Yes, there is a difference.  For this you would likely want Hours Since Pending.  The difference is that if someone submits as Open or On Hold then the Hours Since Update rule would apply.  That could result in things getting cleaned up that need attention.

Exibir comentário · Publicado 21 de jul. de 2016 · Nicholas McMurray

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Nicholas McMurray comentou,

Comentário na comunidadeDiscussion - Zendesk on Suite best practices

We use a similar setup where we bump the customer 2x and then solve the ticket, all with automations.  Works out great.  To Jeremy's question, every now and again we get back a negative rating.  It's rare though and is just as common as it was with a manual process.

Exibir comentário · Publicado 27 de mai. de 2015 · Nicholas McMurray

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