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Nicholas McMurray

已加入2021年4月15日

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最后活动2021年10月27日

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Nicholas McMurray 进行了评论,

社区评论Discussion - Zendesk on Suite best practices

HI Terrle,

It looks like you have 2 lines in the "all conditions" section that say "ticket: hours since pending - 72".  Try removing one of those and see if it works.  The other thing I noticed is that you have a check for tags "at least one - no_bump, bbs_1, bbs_2" and in the action section an "add tag bbs_1".  If the first part doesn't work try removing "bbs_1" from the "at least one" list; it may be detecting that as a loop.

查看评论 · 已于 2017年11月20日 发布 · Nicholas McMurray

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Nicholas McMurray 进行了评论,

社区评论Discussion - Zendesk on Suite best practices

Hi Zach,

Yes, there is a difference.  For this you would likely want Hours Since Pending.  The difference is that if someone submits as Open or On Hold then the Hours Since Update rule would apply.  That could result in things getting cleaned up that need attention.

查看评论 · 已于 2016年7月21日 发布 · Nicholas McMurray

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Nicholas McMurray 进行了评论,

社区评论Discussion - Zendesk on Suite best practices

We use a similar setup where we bump the customer 2x and then solve the ticket, all with automations.  Works out great.  To Jeremy's question, every now and again we get back a negative rating.  It's rare though and is just as common as it was with a manual process.

查看评论 · 已于 2015年5月27日 发布 · Nicholas McMurray

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