Aradelsy

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Recent activity by Aradelsy Recent activity Votes
  • How do i analyze agent or group performance?

    You can easily analyze performance by agents or groups to identify trends and problems before they become a problem. Here's a sample group report.  

  • Optimize and test macros, triggers or tags to increase open rates

    Easily optimize and measure the performance of macros, triggers or tag. Admins and agents can easily determine which macros, triggers or tags are performing the best and which need optimization.   

  • How do I stop real-time read receipt email notifications?

    If you do not wish to have the assignee notified by email each time a read receipt was triggered please follow these steps:   1. Open up your Notify assignee (or group) of comment update trigger. Y...

  • Can I change the name of the user that generates the private comment update?

    By default, our read receipt is generated by the admin who created the API Token. If you would like to change it to another user in your ZD instance please have an admin go into our app and select ...

  • Can I limit usage of the app to specific agents?

    Yes, once you install the paid version of the app you will have the option to restrict app usage by the agent roles and groups. Here is a sample of the screen you will see when you sign-up:

  • How to enable custom field and event based read receipts?

    You can enable custom field and event-based read receipts to reduce 'private comment clutter'. This will disable private comment read receipts and enable custom ticket field-based read receipts.  ...

  • Step 3: Activate Unread Ticket Tagging

    After you place your image tag, please go to Admin->Help Desk Productivity->Automations->Ticket Updates (formerly called Observer): Click on New Rule and name the rule: Unread Ticket Tag. Under Wh...

  • Step 2: Place pixel on Agent Adds Comment to Ticket

    Please Note: Any agent responses made as a public note will trigger this pixel. If an agent responds via email, it will also trigger this email template. In order to place your pixel, please do the...

  • Zendesk - Install My Read Receipts

      In order to install MyReadReceipts go to Zendesk Marketplace and get the app.      Once the app is installed in your account, click on the Read Receipts for Zendesk icon in the left-hand of your...

  • Activate your Ticket Portal

    Ticket Portal Setup In order add your Ticket Portal click on our Read Receipts for Zendesk icon on the left navbar which looks like this:     Go into the Installation section. Click on trigger or ...