H_Meister
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Joined 17 years ago
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Feedback survey, why links in email?
Email for customer feedback has 3 links (plain ugly text btw) Excellent: https://myURL.assist.com/portal/incidents/123?rating=excellent Average: https://myURL.assist.com/portal/incidents/123?rating=average Poor: https://myURL.assist.com/portal/incidents/123?rating=poor But when customer click on it they just get routed to closed ticked in browser to click on smile and leave optional comment. So why bother to send 3 links in email if they just direct to ticket anyways?1.3KViews0likes1Commentbad Incident Summary Report Month with overlapping dates
Hi, the report Reports / Incident Summary Report (https://desk.gotoassist.com/reports/incident_summary) has issues when a incident has overlapping dates (created vs closed), so overlapping Start/End data of the report. Example incident got open in Oct 31 and resolved in Nov 1. Now when I report on Oct (1 to 31) the case shows up as Not so Good: 1 Create and resolution time in Red (out of SLA) When I report on Nov (1 to 30) it say Good: 1 Resolved, 1 within SLA, 1 Closed, with 0 info under P1 to P5 No. of incidents. Only way to show this month overlapping incident is by choosing Report End data from when the issue got resolved. Can you please fix this report.1.1KViews0likes1CommentReport (in the last) 2 hours doesn't work
Hi, I try to create a report with: responded is in the last 2 hours But that doesn't work, I can only go down to days. Even tho I used exactly what the flyout suggest "e.g. (in the last) 2 hours" see below, it keeps the red surrounding and can run the report: My original need is to get Issues not responded within a certain time (base on priority) the SLA feature of GTA is what we consider SLG (Goals) but the SLA is responded within x hrs. So want to report on it.3KViews0likes6Comments