Mari-Liis
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Hi Brett, I have a question about setting up the chat. I'm using assigned routing and allow 5 chats max per agent at the same time. When the agent has reached the 5 chat limit, the agent's stat...
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Hi Joe, Thank you for the explanation and the tip. Best, Mari
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Hello! I've set up business hours for 1 of my support numbers: 8AM- 8PM EST. I tried calling this number outside of business hours and the settings seem to be correct. Though when I ran a query in...
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Hi Brett, Yes, we're using this practice already (call blocking) but I don't know how to apply it when the number is "unknown" (not available). Thanks, Mari-Liis
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Hi Brett, We use an outsourced company who is taking care of the chat using Zendesk chat tool (they don't use VPN). Though from this specific county we also receive spam and would not like to se...
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What would be the best practice for blocking these callers? We receive plenty of spam calls from an unknown number and I would like to "mark the ticket as spam" with a hope that it will block this ...
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Hi, I have a question as well- does automatic ticket tagging apply also to talk and chat tickets? Thank you in advance, Mari
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Hi Tom, A quick question.I tried to create a standard calc. metric using support: tickets (default dashboard), following your example. I select my new metric and d_count, tho I get an error messag...
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Hi there, Seeing the instructions below: there are 2 datasets available for support, one is "support: tickets" and the other one "support: tickets, users, organizations". Will I get accurate re...
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I've tried to use "time filter widget". I've selected "applied to" datasets and everything should be configured correctly. When I change the date in the time filter the data changes but the data se...