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CarlosRdz
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Member since ‎Aug 15, 2019
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  • solutions
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  • Replies
    1
  • Upvotes Given
    9
  • Upvotes Received
    136
  • Ideas
    2

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Carlos Rodriguez

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Activity

HelenK on March 04, 2020
Feedback Needed On Why Customer Found An Article Unhelpful
There is a strong need to understand or find out why a customer gave us unhelpful feedback on an article, as it stands currently this helpful feature is completely unhelpful. We need more information from the customer on how to improve read more
Reply Idea Knowledge Base
10 upvotes
3 Replies
CarlosRdz
Participant
March 04, 2020
This is very important, at the moment I find really unhelpful not knowing any details about the customer who clicked the unhelpful button.
CarlosRdz on December 04, 2019
Tickets created per time of the day
I would like to create a report for a number of tickets created per hour of the day. This will help us to understand where we need more staff to cover the busiest times. Thanks
Reply Idea Reporting
39 upvotes
14 Replies
CarlosRdz on August 25, 2019
Ability to see if an agent is working on a ticket
We have staff which shifts overlap for a few hours, sometimes they end up working on the same ticket, as they don't know who is working in it or not, with Zendesk we were able to see when an agent was working with a ticket, by displaying if an agen read more
Reply Idea Tickets
95 upvotes
46 Replies
CarlosRdz
Participant
September 03, 2019
I just can't beleive such a basic feature is not available...
CarlosRdz on August 25, 2019
Ability to see if an agent is working on a ticket
We have staff which shifts overlap for a few hours, sometimes they end up working on the same ticket, as they don't know who is working in it or not, with Zendesk we were able to see when an agent was working with a ticket, by displaying if an agen read more
Reply Idea Tickets
95 upvotes
46 Replies
CarlosRdz
Participant
September 03, 2019
I just can't beleive such a basic feature is not available...
KinseySullivan on November 02, 2018
Search Tickets by Company Name, Contact Name
I would really like to be able to search tickets by company name, and/or by contact name. Right now, it's difficult to navigate them using only the ticket name if you don't remember it precisely. Would love to know how everyone is working around read more
Reply Idea
23 upvotes
8 Replies
CarlosRdz
Participant
August 20, 2019
This functionality is definitely a must for all of our support agents, it is extremely frustrating that the terms are never found, such a waste of ti...read more
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