Gab Guinto

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Displaying organizations with no tickets

Hi Phil, Looks like there's a syntax error in the metric formula; the formula editor does not seem to recognize the attribute [Requester organization ID].I noticed too that [Requester organisation ...

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• Gab Guinto
• Erstellt 15. Juni 2022 03:35
• 1 Stimme

1. Community
2. Zendesk Suite Q&A
3. Building Dashboards in Explore

Hi Hannah, You can try building custom attributes and metrics for this. You may refer to this article about Working with earliest and latest date functions. There's a sample recipe in that article ...

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• Gab Guinto
• Erstellt 14. Juni 2022 13:58
• 0 Stimmen

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Reporting on first reply time

Hello, Yes, I agree, that makes sense. If you need the first reply time data to be sliced by when the ticket was first assigned, then instead of the solve date, you may slice the report by the attr...

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• Gab Guinto
• Erstellt 14. Juni 2022 13:16
• 0 Stimmen

1. Explore
2. ...
3. Building and customizing queries
4. Can I report on side conversations?

Hi Romulo, I'm afraid this is not possible. There are no default attributes or metrics to identify child side conversation tickets. And, there are no ticket property or data linking the child and p...

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• Gab Guinto
• Erstellt 8. Juni 2022 09:38
• 1 Stimme

1. Community
2. Zendesk Suite Q&A
3. Zendesk Explore - Month Year Custom Attribute Incorrect Order

Hi Robin, We could not tell for sure yet if this is in the roadmap. But I definitely agree, it would make more sense if the values are sorted chronologically. Hope this will be addressed soon. If y...

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• Gab Guinto
• Erstellt 7. Juni 2022 08:23
• 1 Stimme

1. Explore
2. ...
3. Building reports
4. Working with datasets

Hi Robert, That's right, that is currently not possible as the data that you need to report on are in separate datasets. If you can, I recommend that you also upvote and post to the product feedbac...

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• Gab Guinto
• Erstellt 7. Juni 2022 07:31
• 0 Stimmen

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Reporting on customer satisfaction by agent

Hi Sigmund, If you need to report on percentage satisfaction score under the Updates history, then you may recreate the metrics in that dataset. The formula of the default Tickets dataset metrics G...

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• Gab Guinto
• Erstellt 6. Juni 2022 10:17
• 0 Stimmen

1. Chat
2. ...
3. Setting up Zendesk Chat
4. Setting up notification routing for live chat and messaging

Hi Jess, I'm afraid it's currently not possible to set up a notification in the UI for when a chat session/conversation ends. This is not something that's in the roadmap, but I recommend that you s...

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• Gab Guinto
• Erstellt 3. Juni 2022 04:20
• 0 Stimmen

1. Chat
2. ...
3. Setting up Zendesk Chat
4. Working with Chat triggers

Hi Chris, The Account status - Equals - Offline condition statement is not applicable for sending a message to the visitor but it can work for triggers that do other things like add/remove tags, se...

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• Gab Guinto
• Erstellt 3. Juni 2022 04:14
• 0 Stimmen

1. Zendesk Suite
2. Getting started with the Zendesk Agent Workspace
3. Managing agent groups in the Zendesk Agent Workspace

Hi Bill, Users will still have to select a value from the field if you require them to select a department. And yes, you can head over to Settings > Departments to enable a group/department for Cha...

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• Gab Guinto
• Erstellt 3. Juni 2022 03:47
• 0 Stimmen