Analytics
How QA, reporting, and insights can improve both your content and your team’s performance.
In this article I deep dive into the new API endpoints for the customizable customer satisfaction feature Zendesk recently announced. I go over the available API data and turn it into something real by making an app that shows survey results for your agents.
The new Customisable CSAT for Zendesk has arrived, finally allowing you to change your rating scale, choose emoji, numbers or labels, and customize your follow-up questions. This article contains an initial overview of the new feature, and shows how it works with existing API integrations.
In this article we'll explore the new Group SLA policies in Zendesk, lay out an approach to setup a scalable SLA policy across your instance and make sure agents take care of the right ticket first.
