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Ilya Gook
Entrou em 16 de abr. de 2021
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Última atividade em 20 de jan. de 2025
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Atividade mais recente por Ilya Gook
Ilya Gook comentou,
I usually refer to this article, even though it's several years old already. My experience and common sense also confirm that B2B business need to set the goal to reply no later than in 24 hrs via email (except for weekends) and strive to reply to 90% of chats in 30 seconds.
Zendesk allows you to set more granular targets, at least for tickets, so I'd also recommend adding separate SLA policies for upper-tier customers with quicker targets (up to several hours, if your team's capacity permits)
Exibir comentário · Publicado 29 de mai. de 2024 · Ilya Gook
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Ilya Gook comentou,
Advanced AI add-on article is not accessible for some reason Aimee Spanier
Exibir comentário · Publicado 10 de mai. de 2023 · Ilya Gook
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Ilya Gook comentou,
@... seconding the last comments from Zach: this "Make email comments from CCed end users public" setting is not new, and it's not a proper fix for the problem, more of a temporary workaround. It's explicitly said "not recommended" as one risks exposing comments from end-users who might send them in reply-to mode intentionally
Exibir comentário · Publicado 14 de out. de 2021 · Ilya Gook
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Ilya Gook comentou,
@... will the CCs and followers – Tickets replied to by a CC get no SLA issue be addressed as well?
Exibir comentário · Publicado 12 de out. de 2021 · Ilya Gook
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Ilya Gook comentou,
BTW this is the best workaround we've managed to find so far: Creating a notification to identify tickets that are stuck at the back of the queue due to no SLA being applied
Exibir comentário · Publicado 21 de set. de 2021 · Ilya Gook
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Ilya Gook comentou,
+1, honestly, treating such comments as internal notes and not public comments looks like a real crutch to me
Exibir comentário · Publicado 10 de fev. de 2021 · Ilya Gook
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