Eric Lau

Hello,

I am currently using trigger to automatically send an email to the requester of a newly submitted ticket to acknowledge that the ticket has been received.

My question is that would the trigger reflect on reporting that we've met the First Reply Time SLA?

This question also stems from another situation where my service desk team is trying to improve their one-touch ticket metrics as well.  If the agent has to use 1 reply to acknowledge the ticket and then reply again to advise the requester that the issue has been resolved, would the ticket no longer be considered as one-touch?

Thank you

+1, needed as well

How to I create a report to report on the longest talk time (no grouping by brackets)?

Just to confirm: is talk time the total amount of time spent on voice for all incoming/outgoing calls for the ticket itself or just a single recording on that specific ticket?

Thanks.  I feel that if zendesk devs can broadcast notifications onto our zendesk instances about product updates, why can't admins post up notifications of their own to their own userbase?

I would prefer to see an in house solution that is within the platform that does not require you to rely on outside channels to notify users, especially if their heads are in the weeds.

Is there an inhouse solution to creating a trigger with action that makes a notification popup with a custom message when certain conditions are met?

The kind of notification I want to see is similar to when a ticket is updated, you see a notification popup in the top right corner where it says Ticket ‭#***** has been updated.  Is there a way to create a custom notification like that?

Hello, my agents are complaining that there is a white space in their UI today. I was able to replicate the issue by creating a dummy agent account and see that there is this unnatural whitespace at the top of the Zendesk UI.

Quick related question: is the condition current user defined as the user who triggered the trigger?

Is (end-user) the requester as well?

Thanks for the welcome.

Hello,

I am trying to create a trigger based on the condition that if the requester replies to the ticket and the ticket is sitting in pending status, actions ensue but I am unsure which conditions to set for this.

Thank you.