Sam Dresser
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Sam Dresser comentou,
@Manish, Could you post a screenshot of your metrics? The color-coding is helpful to ensure that the metrics are being built in the correct way.
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Sam Dresser comentou,
Yes! I actually worked with Zendesk support and came up with something similar. Thanks!
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Sam Dresser comentou,
I'm such a fan of this, I have a follow-up question. What I'm trying to do, is get a number of how many tickets were ever in a given state. The state I'm looking for is based on a custom drop-down ...
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Sam Dresser comentou,
We have agents who often follow-up first by phone, and therefore may not create a public reply. Is there any way for us to create a custom metric that shows first reply time but DOES include intern...
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Sam Dresser criou uma publicação,
Notify agent if requester email is bounced or rejected
So, I'm surprised I never thought of this until now, but it seems like an oversight to me. Maybe I'm missing something? Here's the scenario: We have an environment where tickets are created using ...
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Sam Dresser comentou,
@James Not a n00b question at all. I did use custom code to get that in there. I put the category lists into a separate <div>, which I made smaller, then created a <div> that floats right, which i...
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Sam Dresser criou uma publicação,
Customizing Your List of Categories in Help Center to Include Images
We've customized our Help Center pretty extensively, and one of the things we like the most is that we added icons to each of the categories. This allows our more visual users to see where they mig...