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Noly Maron Unson
已加入2021年11月23日
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最后活动2024年10月29日
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的最新活动 Noly Maron Unson
Noly Maron Unson 进行了评论,
Hi Natasha.
You can customize your CSAT automation to include the "Hours since created" condition like the one below:
In the above sample, the automation will only fire for tickets created for less than 1 year (1year = 8766 hrs).
Hope this helps.
查看评论 · 已于 2024年4月19日 发布 · Noly Maron Unson
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Noly Maron Unson 进行了评论,
Hi Lou,
I've gone ahead and created a ticket for you so that we can have this checked. Please check your email for my message and reply so that we can start troubleshooting.
Thank you.
查看评论 · 已于 2024年3月19日 发布 · Noly Maron Unson
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Noly Maron Unson 进行了评论,
Hi John,
You can add filter to the report like Ticket status (to filter the Solved/Closed tickets), Tickets created - date and Assignee name. This will make it that the random tickets that will appear will still adhere to the filter you have set.
Hope this helps.
查看评论 · 已于 2024年3月18日 发布 · Noly Maron Unson
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Noly Maron Unson 进行了评论,
Hi Gouthami,
This is not natively possible but there is a Zendesk developed app that can be used to achieve this. The app is called Ticket Field Manager. There is an option in this app to make certain fields a read-only field. You can check the article Installing and using the Ticket Field Manager app for more info.
Hope this helps.
查看评论 · 已于 2024年3月18日 发布 · Noly Maron Unson
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Noly Maron Unson 进行了评论,
Hi Daniel,
You can use the formula below to create a Standard calculated attribute
IF (VALUE(First reply time (min)) <= 60)
THEN "0-1 hrs"
ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*8)
THEN "1-8 hrs"
ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*24)
THEN "8-24 hrs"
ELIF (VALUE(First reply time (min)) > 60*24 AND VALUE(First reply time (min)) <= 60*48)
THEN "24 - 48 hrs"
ELIF (VALUE(First reply time (min)) > 60*48 AND VALUE(First reply time (min)) <= 60*72)
THEN "48 - 72 hrs"
ELIF (VALUE(First reply time (min)) > 60*72)
THEN ">72 hrs"
ELSE " No replies"
ENDIF
Hope this helps.
查看评论 · 已于 2024年3月18日 发布 · Noly Maron Unson
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Noly Maron Unson 进行了评论,
Hi Alison.
Yes. It will be based on tickets submitted by the same requester two weeks before and after the current ticket being viewed by the agent was created.
Hope this helps.
查看评论 · 已于 2024年3月14日 发布 · Noly Maron Unson
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Noly Maron Unson 进行了评论,
Hi Kris and Sydney.
I've created support tickets in your behalf in order to discuss this further. Please check your email for my message.
Thank you.
查看评论 · 已于 2024年1月09日 发布 · Noly Maron Unson
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Noly Maron Unson 进行了评论,
Hi MineralTree,
What you're looking for is the Metric Filter. You can use this to show only the values for 1 and remove the ones with 0.
Hope this helps.
查看评论 · 已于 2023年12月18日 发布 · Noly Maron Unson
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Noly Maron Unson 进行了评论,