Mike Nicholls

Hey all,

Im currently trying to find the cause of a bug that is rather sporadic (10 x a day for one agent). Issue reported by several agents. 

Use case:

1. Agent uses macro 1 to send a ticket to customer A.
2. Agent opens new ticket for customer B, simply on opening it populates fields (comments, tags, etc) with data from customer A.

Are there any known issues that may cause this ? Zendesk or my configurations.

Hi there.

Any ideas and best practice for multi branding and CCs?

Ideally i would like to have the ability only available for one brand and not show the options of edit/adding of requester and CCs. 

Thanks for any advice.

Hi there,

Under the Efficiency tab -> Calls by talk time brackets report there is a metric labeled 'not recored',

My question is what falls under not recored ? Is this time spent on a call but not talking eg on hold, ringing ?

Thank you.