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Q&A - Reporting and analytics

Ask your questions, engage in discussion, and find solutions related to dashboard building, reports, and sharing.

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      Request for CSAT Feature Enhancement: Enable Satisfaction Surveys via Help Center
      We have integrated Zendesk’s help center into our app via the Zendesk SDK, and the majority of our customer interactions...

      Gepostet 06. Aug. 2024 · Nicholas Kerr

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      Average tickets worked by agents from a specific group
      Hello everyone!   One of crucial metrics that my company needs to report on involves an average number of tickets that w...

      Gepostet 02. Aug. 2024 · Kat

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      Reopened Tickets time track
      Beantwortet
      Hi Is there any way to report on the time duration(in mins) the ticket sits in solved state before its reopened? Thank...

      Gepostet 22. Juli 2022 · Prerana Jawalkar

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      How can I track Agent Work Time in Explore?
      Beantwortet
      I am currently tracking agents based on Requester Wait Time. However, this includes on-hold time, which is with our deve...

      Gepostet 15. Juni 2022 · Steve Morrell

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      Number of tickets created during the weekend
      Beantwortet
      Hi everyone   Objective: Build a report to see the total number of new tickets being created during Saturday and Sunday ...

      Gepostet 16. Juli 2024 · Vemmal Naratharagan

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      Comparing metrics to previous period
      Beantwortet
      Hi community friends 👋 I created a query to compare tickets created last month to tickets created the previous month. ...

      Gepostet 30. Juni 2020 · Hannah Voice

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      Measuring the time of Outbound Not Answered
      Is it possible to drill down into the outbound not answered metric, to see how much time was spent waiting for outbound ...

      Gepostet 17. Juli 2024 · Howard W

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      How to create a report with the initial setup of a ticket? I
      I want to know how to create a report with the initial setup information of an ticket.Such as Brand:Requester:Service Ch...

      Gepostet 28. Juni 2024 · Vinicius Henrique da Silva

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      Explore - How to regroup low values
      Hi, I've made a report which does count the number of tickets per values of an attribute. There's a lots of low values l...

      Gepostet 03. Juli 2024 · Nicolas Monchaux

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      Explore - How to calculate article upvotes / all votes
      Hey, we want to measure the article upvotes in guide divided all article votes, so that we have a percentage to measure ...

      Gepostet 09. Juli 2024 · Johannes Garske

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