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Christophe Tiraboschi

Beigetreten 14. Apr. 2021

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Letzte Aktivität 29. Jan. 2025

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KommentarExplore recipes

Hi folks!

Sandra de Jong,
1. You could create a calculated attribute that returns the timestamp of when the ticket was assigned to this group:

IF ([Changes - Field name]="group_id") AND ([Changes - Previous value]!=[Ticket group] AND [Changes - Previous value]!=NULL) 
THEN [Update - Timestamp]
ENDIF

Then make a time difference between that timestamp and now in a calculated metric:

DATE_DIFF(NOW(),[your attribute],"nb_of_hours")

I would recommend testing the result of this metric on a couple of tickets before trusting it blindly to make sure it works as expected.

You can find more information about the DATE_DIFF functions in this article if you want to adapt it to your needs:

2. You can just use NULL to exclude or include all possible values. For instance:

IF ([Changes - Field name]="Your field")
AND ([Changes - Previous value] != NULL) AND ([Changes - New value] = NULL)
THEN VALUE(Field changes time (min))
ENDIF

Basically, we measure the time for which the ticket field did not have a NULL value. Once again, please test this metric for a couple of tickets to make sure it works according to your expectations.

 

Zaryab Khan, I cannot see a workaround for reporting on this during business hours. The initial metric Field changes time (min)) only uses calendar hours. We cannot even create a calculated metric as a workaround, since the functions that measure time cannot exclude specific ranges of hours:

I am sorry I could not provide better news.

 

Jordan Means, I think this is doable. You could create a calculated attribute using the DATE_FIRST function to capture the timestamp of the first time the status changes from Open to something else. Then, you could create a calculated metric that measures the time between the ticket creation and the timestamp returned by your attribute. Something like:

DATE_DIFF([your calculated attribute],[Ticket created - Timestamp],"nb_of_minutes")

You can find more information about the DATE_FIRST function and the DATE_DIFF functions in those articles:

I hope this helps!

Kommentar anzeigen · Bearbeitet 10. Apr. 2023 · Christophe Tiraboschi

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KommentarUsing content publishing flows
Hi Chris,
 
Groups are more of a Support concept than a Guide one, so the Guide: Team Publishing dataset is not built this way.
As a workaround, you can create an attribute to break agents into different teams of your choosing. This grouped attribute would need to be computed from the Agent name attribute. 
You can find more information on how to proceed in this article:
 
I hope this helps!

Kommentar anzeigen · Gepostet 10. Apr. 2023 · Christophe Tiraboschi

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KommentarCustomer service best practices and recipes
Hi Jullian,
 
Triggers cannot impact the first reply time as the messages sent this way are not considered messages from agents.
Only an agent's public reply can stop this metric. In the context of an SLA, if there is no reply but the ticket is solved, the metric is fulfilled.
The status of the ticket does not affect the way this is measured.
 
You can find more details on how exactly the FRT works in this article:
 
I hope this helps! Please let me know if you have any questions.

Kommentar anzeigen · Gepostet 10. Apr. 2023 · Christophe Tiraboschi

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Community-Kommentar Q&A - Reporting and analytics
Hi Gan,
 
I cannot replicate this situation when I build a similar report.
It is hard to say why this happens in your case without having a look at the report and its parameters.
 
I'll reach out to you in a separate ticket so we can further investigate.

Kommentar anzeigen · Gepostet 10. Apr. 2023 · Christophe Tiraboschi

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BeitragHilfe bei Berichten und Analysen

Frage

Warum ist die Zeit bis zur ersten Antwort (Median) in meinem Standard-Support-Dashboard in Explore höher als die Zeit bis zur vollständigen Lösung?

Antwort

Dies liegt daran, dass auf diese Berichte nicht derselbe Datumsfilter angewendet wird. Der Median „Zeit bis zur ersten Antwort " wird nach dem Attribut „ Ticket erstellt - Datum " und der Bericht „Zeit bis zur vollständigen Lösung (Median)" nach dem Attribut „ Ticket gelöst - Datum" gefiltert. Aus diesem Grund handelt es sich nicht um die gleichen Tickets, die in den beiden Berichten analysiert werden.

Angenommen, Sie haben den Zeitfilter Ihres Dashboards auf „ Letzte Woche" gesetzt. Beim Wert „Zeit bis zur ersten Antwort " werden alle in der vergangenen Woche erstellten Tickets berücksichtigt, beim Wert „Zeit bis zur vollständigen Lösung " alle in der vergangenen Woche gelösten Tickets, auch wenn sie vor der letzten Woche erstellt wurden. Die beiden Berichte können nicht direkt verglichen werden.

Weitere Informationen finden Sie im Beitrag Rezept für Explore: Kennenlernen von Dashboard-Filtern.

Hinweis zur Übersetzung: Dieser Beitrag wurde mit automatischer Übersetzungssoftware übersetzt, um dem Leser ein grundlegendes Verständnis des Inhalts zu vermitteln. Trotz angemessener Bemühungen, eine akkurate Übersetzung bereitzustellen, kann Zendesk keine Garantie für die Genauigkeit übernehmen.

Sollten in Bezug auf die Genauigkeit der Informationen im übersetzten Beitrag Fragen auftreten, beziehen Sie sich bitte auf die englische Version des Beitrags, die als offizielle Version gilt.

Bearbeitet 04. Okt. 2022 · Christophe Tiraboschi

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Community-Kommentar Feedback - Help Center (Guide)

Hi Everyone,

As a workaround, here is a piece of Javascript to order attachements by alphabetical order on the front-end of an article:

const reorder = () => {
const frag = document.createDocumentFragment();
const list = document.querySelector(".attachments");
const items = list.querySelectorAll("li");
const sortedList = [...items].sort((a, b) => {
const c = a.textContent,
d = b.textContent;
return c < d ? -1 : c > d ? 1 : 0;
});
for (const item of sortedList) {
frag.appendChild(item);
}
list.appendChild(frag);
}

reorder()

You can use this code in the script.js file of your theme, ideally just before the last closing bracket.

If you have a custom theme, please double check that the

    tag listing the attachements has still the class "attachements". You can find it in the article_page.hbs file at the line 96 in the default theme (see screenshot attached). If the name of the class was changed, you would need to adjust the third line of the snippet provided above by replacing "attachements" with the new class name.

Kommentar anzeigen · Bearbeitet 02. Aug. 2022 · Christophe Tiraboschi

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KommentarReporting and analytics for help center
Hi Geerten,
 
I am going to open a ticket with you so we can investigate this further.
 
You will receive an email shortly.

Kommentar anzeigen · Gepostet 02. März 2022 · Christophe Tiraboschi

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KommentarPerforming calculations
Hi Casey,
 
I will create a ticket on your behalf so we can investigate this. 
 
Thank you for bringing this to our attention.

Kommentar anzeigen · Gepostet 31. Dez. 2021 · Christophe Tiraboschi

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Community-Kommentar Q&A - Reporting and analytics
Hi Wakao,
 
If by spend time, you mean the update handling time, I recommend the article below that can give ideas on how to use this metric. There is also a step by step guide in case this metric is not created yet in your account:
 
If we tweak the Example 2 of this article, we can see the number of tickets and the average handling time for this year and the previous one:
 

 
 
Regarding including the field over time periods in this query, I am not sure what works best as it depends of the very nature of the field and how you use it.
 
Could you please share a bit more details on how this field is integrated in your workflow?
 
If the information you need to provide are too private to share here, feel free to open a ticket with us. The process is explained in this article:

Kommentar anzeigen · Gepostet 30. Dez. 2021 · Christophe Tiraboschi

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KommentarExplore recipes
Hi Trupti,
 
This is possible.
 
After following the recipe of the article, you can create a Group attribute with the value of the First Reply time brackets attribute to get only the 0-1h value and all the other values grouped together.
You can find more information about Groups in this article:
 
You should have something like this:
 

Now, when we use this attribute instead of the classic First reply time brackets, we have the following values:
 

 
So if you exclude the NULL and No replies value, you will have the tickets with a reply time of 60 minutes or less and the ones with a reply time over 60 minutes.
 
Then you can use the attribute Ticket created - Date to see this for each day. In the example below, I used a table for visualization but you can adapt this to your needs:
 

 
I hope this helps.

Kommentar anzeigen · Gepostet 29. Dez. 2021 · Christophe Tiraboschi

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