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Ilya Gook

已加入2021年4月16日

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最后活动2025年1月20日

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社区评论 Discussion - Success with Zendesk

I usually refer to this article, even though it's several years old already. My experience and common sense also confirm that B2B business need to set the goal to reply no later than in 24 hrs via email (except for weekends) and strive to reply to 90% of chats in 30 seconds. 

Zendesk allows you to set more granular targets, at least for tickets, so I'd also recommend adding separate SLA policies for upper-tier customers with quicker targets (up to several hours, if your team's capacity permits)

查看评论 · 已于 2024年5月29日 发布 · Ilya Gook

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评论Using legacy AI agent functionality

 Advanced AI add-on article is not accessible for some reason Aimee Spanier

查看评论 · 已于 2023年5月10日 发布 · Ilya Gook

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社区评论 Feedback - Ticketing system (Support)

@... seconding the last comments from Zach: this "Make email comments from CCed end users public" setting is not new, and it's not a proper fix for the problem, more of a temporary workaround. It's explicitly said "not recommended" as one risks exposing comments from end-users who might send them in reply-to mode intentionally

查看评论 · 已于 2021年10月14日 发布 · Ilya Gook

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社区评论 Feedback - Ticketing system (Support)

@... will the CCs and followers – Tickets replied to by a CC get no SLA issue be addressed as well? 

查看评论 · 已于 2021年10月12日 发布 · Ilya Gook

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社区评论 Feedback - Ticketing system (Support)

查看评论 · 已于 2021年9月21日 发布 · Ilya Gook

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社区评论 Feedback - Ticketing system (Support)

+1, honestly, treating such comments as internal notes and not public comments looks like a real crutch to me

查看评论 · 已于 2021年2月10日 发布 · Ilya Gook

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