Andrei Kamarouski

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

Hey, is there any way to prioritize the transferred chats to the top of the queue? Because by default, they are going to the bottom.  Transferred chats are added to the bottom of the chat routing...

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• Andrei Kamarouski
• Erstellt 17. Januar 2023 09:00
• 0 Stimmen

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk messaging

Hey, any ETA about adding Agent name attribute to track the agent activities (like messages)on a more granular updates level (deeper than just the Assignee name)?

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• Andrei Kamarouski
• Bearbeitet 17. November 2022 10:48
• 0 Stimmen

1. Support
2. ...
3. Service Level Agreements (SLA), macros, and CSAT
4. How often are macros used?

Hi all, Take a look at the advanced Macros Reporting app to get a powerful macro usage analytics tool. 

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• Andrei Kamarouski
• Erstellt 26. Oktober 2022 18:23
• 0 Stimmen

1. Objects and rules
2. ...
3. Triggers and automations
4. Is it possible to get usage data on macros, triggers, and automations?

Hi all, Take a look at the advanced Macros Reporting app to get a powerful macro usage analytics tool. 

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• Andrei Kamarouski
• Erstellt 26. Oktober 2022 18:22
• 0 Stimmen

1. Explore
2. ...
3. Writing formulas
4. Working with aggregation-level functions

Dane Hey, thx for coming back. Seems like you missed my point. :) Let me explain another way. I don't need to calculate this data per brand on the account. I need it per the whole account with mult...

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• Andrei Kamarouski
• Erstellt 17. Oktober 2022 10:53
• 0 Stimmen

1. Community
2. Tips from users - Zendesk Suite
3. How to set up an "ideal" KPI system for your customer support

Hi Claire, Sure! It should be like this (for Support: Updates history dataset).  D_COUNT(Agent comments)/SUM(Total Time) Where Total Time is defined like this (based on ZD recipe). IF ([Changes - F...

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• Andrei Kamarouski
• Erstellt 1. Oktober 2022 11:28
• 0 Stimmen

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk messaging

Hey, great to have this dataset finally! I am curious about Wait status attribute (compared to Ticket status). What is the main difference and use cases to use it? Andrei KamarouskiZendesk Expert, ...

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• Andrei Kamarouski
• Erstellt 23. September 2022 06:59
• 1 Stimme

1. Community
2. Tips from users - Zendesk Suite
3. How to set up an "ideal" KPI system for your customer support

Mira Amazing! I love to hear it! 😁@Max-Kristian Ferslev Heiredal Hey, yes, I started implementing this model in Explore a few months ago and see great feedback! Contact us on pythia.cc to get more ...

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• Andrei Kamarouski
• Erstellt 23. September 2022 06:43
• 0 Stimmen

1. Explore
2. ...
3. Writing formulas
4. Working with aggregation-level functions

Hi Eugene Orman, I need your expert help =) I am using this formula to find the global average of Solved tickets in the whole Zendesk instance (it has just one single brand). I can slice the report...

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• Andrei Kamarouski
• Erstellt 9. September 2022 19:57
• 1 Stimme

1. Community
2. Feedback - Ticketing System (Support)
3. Create a personalised "Most used" or "Favourite" macro section

Your need sounds exactly like the main driver for our Quick Buttons feature! Customizable individual list of macros for each agent. We limit it to 8 buttons because practically it is enough and fit...

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• Andrei Kamarouski
• Erstellt 14. Juli 2022 10:01
• 0 Stimmen