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Raida Lopez

Entrou em 01 de mai. de 2024

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Última atividade em 31 de jan. de 2025

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Raida Lopez comentou,

ComentárioZendesk messaging

That's a really good idea, Nora! This way, we can see the original request, as sometimes customers' ambiguous replies make it harder to support them.

Exibir comentário · Editado 31 de jan. de 2025 · Raida Lopez

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Raida Lopez criou uma publicação,

Publicação Feedback - Chat and Messaging (Chat)

Currently, the count for resolved and unresolved conversations is only available in Insights. Would it be possible to add these metrics directly to the dashboard for easier visibility? This would help streamline reporting and allow for quicker access to key data without needing to navigate to Insights.

Publicado 31 de jan. de 2025 · Raida Lopez

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Raida Lopez comentou,

ComentárioReporting and analytics admin questions

Hi! Does this not work on the report builder? I have a dashboard and see no option to schedule anything. 

Exibir comentário · Publicado 04 de out. de 2024 · Raida Lopez

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Raida Lopez comentou,

ComentárioReporting and analytics for help center

I do not have this dashboard available in my Pro plan. Can you help me?

Exibir comentário · Publicado 13 de set. de 2024 · Raida Lopez

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Raida Lopez comentou,

ComentárioExplore recipes

I'd like to include this report in a dashboard so that I can report on the weekly amount when I search for “previous week” in the dashboard filter. Is that possible? 

Exibir comentário · Publicado 09 de set. de 2024 · Raida Lopez

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Raida Lopez comentou,

ComentárioWriting formulas

I need a syntax to exclude First Reply Time when the agent is the one that initiates the ticket. How can I do this? Thanks! 

Exibir comentário · Publicado 29 de ago. de 2024 · Raida Lopez

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Raida Lopez comentou,

ComentárioExplore recipes

Hi there! I have followed these steps, but the report continues to generate tickets that were answered, for example, 500 minutes later. This happens when the customer reaches out outside of our business hours and doesn't receive a first-time reply until the next day. Just to clarify, our business hours are from 7 am to 10 pm, 7 days a week. Can you please guide me through the process of creating a custom report? Thank you!

Exibir comentário · Publicado 27 de ago. de 2024 · Raida Lopez

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Raida Lopez comentou,

ComentárioExplore recipes

Is it possible to just see how many tickets agents attached a KB article to? I’m not interested in having the end user “solve” the ticket. I just want to see whether or not/how often agents attach a KB article to a ticket. What recipe should I follow? 

Thanks! 

Exibir comentário · Publicado 17 de ago. de 2024 · Raida Lopez

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Raida Lopez comentou,

ComentárioViews, ticket status, and ticket fields

Hello,

 

I'd like to create a report to filter emails submitted by the requester (not API) and their subject. Are you able to walk me through creating the report? TIA! 

Exibir comentário · Publicado 12 de ago. de 2024 · Raida Lopez

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Raida Lopez comentou,

ComentárioSetting up and using Text

Zendesk Talk is not HIPAA-compliant, which we need. Can you please recommend alternative SMS platforms (excluding Dialpad) that are HIPAA-compliant and integrate with Zendesk to allow for SMS to be answered via ticket or widget? TIA! 

Exibir comentário · Publicado 30 de jul. de 2024 · Raida Lopez

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