Zendesk WFM & Suspended Tickets - Frequently asked questions
Explore common questions about Zendesk WFM's ability to track activity on suspended tickets. Learn how it manages ticket workflows and enhances support efficiency.
Frequently asked questions
Does Zendesk WFM track activity on suspended tickets?
No, Zendesk WFM doesn't track activity on suspended tickets. By default, any time spent working in the suspended tickets queue is considered untracked. However, if you need to account for this time, you can create a general task to log the time…
How can I track time spent on suspended tickets in Zendesk WFM?
To track time spent on suspended tickets in Zendesk WFM, create a general task. Since Zendesk WFM doesn't automatically track activity in the suspended tickets queue, you can manually log this time by setting up a general task. This approach helps…
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Zeffy
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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