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Chris Stewart
已加入2021年4月16日
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最后活动2023年12月20日
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的最新活动 Chris Stewart
Chris Stewart 创建了一个帖子,
Time Tracking App - Record agent time accurately request
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
Currently time is not stamped to a ticket if an API or other systematic update submits the ticket, even if the agent is actively working the open on screen and they are the ones to initiate said automated action. ALL AGENTS, TEAM MANAGERS, ADMINS, EXTERNAL 3RD PARTIES are impacted as time agent spend working on tickets is not accurately represented in reporting
What problem do you see this solving? (1-2 sentences)
Agents, their managers (and contractually with 3rd party outsourcers) are held accountable to their ticket handling efficiency and occupancy. However, it has come to light that Zendesk isn't accurately accounting for all of the agent time spent when parts of processes are automated (which ZD highly encourages). In allowing for us to track all agent time spent on tickets we can solve this gap in reporting capabilities.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This gap in reporting, is under representing agent handle time on multiple 1000's of tickets per month.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No, but we are considering having to undo some automated actions, reverting to manual agent actions.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Ideal situation would be to have the option to allow for time spent on a ticket to be stamped/recorded if an agent is actively working a ticket that is updated by an API event.
It would be ideal if app documentation was clear on this topic from the beginning.
已于 2023年12月20日 发布 · Chris Stewart
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Chris Stewart 进行了评论,
Hi Dane - Thanks for the reply and confirmation.
I have to say, this is very disappointing to hear. Zendesk as an organization highly encourages customers to automate processes to reduce agent manual work steps - but now it appears when we do exactly that we lose the ability to properly track time that agents are spending working tickets.
This seems to me like a major product bug which doesn't belong on the 'Feedback' forum where things sit for years.
Can you point me to the App documentation that explains this?
查看评论 · 已于 2023年12月07日 发布 · Chris Stewart
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Chris Stewart 进行了评论,
Is it possible to configure the app so that if an agent has a ticket open, time tracking running, but a systematic action updates the ticket - the time is still stamped and recorded?
Use Case:
An agent has a ticket open but needs to navigate to another system to perform an investigation. Agent actions in the other system can auto-solve the ticket in ZD via webhook/api.
Since it is not the agent 'submitting' time spent working on the ticket (both in and out of ZD) does not record.
Thoughts?
查看评论 · 已于 2023年11月27日 发布 · Chris Stewart
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Chris Stewart 进行了评论,
Maybe I'm missing something here but the suggestion above is to delete any of the old 'routing rules' for skills and replace with Triggers - But there is no option to Add Skills via triggers, unless there are Skills defined in Routing Rules?
查看评论 · 已于 2023年9月13日 发布 · Chris Stewart
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Chris Stewart 进行了评论,
Maybe this is you, maybe not - But I came across this article elsewhere that seems to have lifted your content word for word - https://roca.work/blog/ab-testing-in-zendesk
查看评论 · 已于 2022年11月28日 发布 · Chris Stewart
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Chris Stewart 进行了评论,
Hi Barry Neary - Where does this one stand currently?
This is an incomplete and fairly unusable product feature without any sort of reporting attached to it. 5 years since this has been raised
查看评论 · 已于 2022年5月02日 发布 · Chris Stewart
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Chris Stewart 进行了评论,
Hi @... - is there any consideration to add the ability to use the search function to be able to search for the placeholder or dynamic content name?
If I have dynamic content in triggers etc that need to be updated, searching by a text string (which I don't have readily available) is essentially useless.
Would be interested to hear if others out there find the existing functionality fit for what I see as the most likely use-case.
查看评论 · 已于 2022年2月10日 发布 · Chris Stewart
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Chris Stewart 进行了评论,
Hi @... - Are there plans on the roadmap to address this? If ZD is able to identify and update the ticket with the message, then you should also be able to able to feed this info elsewhere ... like add a tag for example.
9 times out of 10 these auto-reply messages would have been filtered as spam if they originated outside of ZD, so it is strange that you have chosen to prioritize and force these into people's instances.
查看评论 · 已于 2022年1月19日 发布 · Chris Stewart
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Chris Stewart 进行了评论,
Hi - Zendesk already identifies (via the above mentioned flag within the ticket..."this comment auto generated from another ZD...")
How can we identify these for tagging/triggers etc? We get tons of tickets where we have sent an informational email in a new ticket then we get an auto-reply from the receivers Zendesk asking us to rate their service
查看评论 · 已于 2022年1月13日 发布 · Chris Stewart
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