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Activity overview

Latest activity by Shaakirah
  • Shaakirah created an article,

    Time spent per comment

      NB: In order for us to track time spent per comment you need to have the Time Tracking app installed in Zendesk. Depending on the configuration set, the app can automatically log the total time s...

  • Shaakirah created an article,

    RR Challenge Feature (Dojo)

    What is RR challenge? "Have you ever solved a ticket and then the ticket is reopened by a customer response which is not related to the initial request? Like a thank you note or feedback on a produ...

  • Shaakirah created an article,

    Reopen Rate (RR) metric definition :

    What is Reopen Rate? Reopen Rate (RR) represents the percentage of solved tickets that have been reopened by a customer reply. These are tickets that were solved and have been reopened. A ticket re...

  • Shaakirah created an article,

    What if my agents cannot see the Kaizo icon in Zendesk?

    When installing a Zendesk app, you're given an option of enabling role and group restrictions. If your agents cannot see the Kaizo icon in their Zendesk, please check your app access settings in Ze...

  • Shaakirah created an article,

    Data hasn't been updating

    Because of the nature of Zendesk integrations, they are usually connected to a single Zendesk admin user. If for any reason, the Zendesk admin is no longer the user who previously installed the Kai...

  • Shaakirah created an article,

    Best practices Team Scorecard

    How to spot out your top and bottom performer? The team Scorecard gives you a quick and easy overview of how your team is performing. It will also give you the insights to quickly spot out your top...

  • Shaakirah created an article,

    NRR Challenge Feature (Dojo)

    What does the NRR challenge feature do? Bad ratings from a customer can be the result of an agent doing poor work but it can also sometimes be the result of something that was completely out of the...

  • Shaakirah created an article,

    Getting started with the Team Scorecard

    The team scorecard will help you to quickly get an overview of your teams performance and spot out opportunities for improvement on a team and individual level. With Kaizo's team scorecard you will...

  • Shaakirah created an article,

    How to correct a Negative Response Rate (NRR)

    Any negative rating that an agent receives from a customer can be corrected and overturned by a Team Lead or any team member that has been assigned this permission. To learn more about customizing ...

  • Shaakirah created an article,

    Game Engine

    What is the Game Engine? Kaizo's unique points systems in the Game Engine will help you improve the overall skills of your team members by rewarding them with points for their actions in Zendesk. T...