e-Services

The SOlution was given..
Just click on the legend and you will be able to edit.

Expected to find it in the configuration

Hi

When creating a query the legend shows the full Metric name which makes the legend hard to understand.

I couldn't find any way to edit the display name of the legend to make it more user-friendly.

Anyone knows a way to do it?

 

Thanks

Yoram

Hi,

 

I am trying to measure the duration between the ticket creation and the time that the agent really started to work on the ticket (not assigned to the ticket).

I have an alternative status field that my agents are updating depending on the ticket status and to achieve what I want, I need to measure the time it took to set the field value to "In Work"

There are a few options here:

• Move the ticket from "New" to "In Work"
• Move the ticket from "New" to "Open" and then to "In work"

I have tried the following query based on one of the posts above    but I can't get any value out of it.

Is the query correct?

 

IF ([Changes - Field name]="IntStatus")
AND ([Changes - Previous value] = "New") OR ([Changes - Previous value] = "Open")
AND ([Changes - New value] = "In Work")
THEN VALUE(Field changes time (min))
ENDIF

Thanks

Yoram 

HI

I have tried to create a new metric COUNT(Tickets)+0 and add it to the Metric of the query instead of having it in the "result metric calculation". and it didn't work

I have done so as I also wanted to use advanced formatting and by Zendesk support, advanced formatting will not work in you clear the used results.

Any Ideas?

 

Thanks

Yoram  

@Jeremmy

I managed to overcome this issue by using forwarding rules.

I have an operational agent which I use for general actions such as that.

I schedule the report/dashboard to be set to him and add forwarding rules in this user inbox to forward this report to any end-user.

 

This also works of forwarding to mailing groups, so if a few people need the same report/dashboard, you can set your forwarding rule to a mailing group.

 

Hope that helps

Yoram 

Hi,

Any updates here? This is going on for about 5 years now in different threads and it seems like a basic requirement.

Thanks

Yoram 

Is there a release date for this feature?

Has anyone thought of a workaround for this item?

Looking forward having this feature.

I would really need to add some custom fields to the grid.

Voting for it !!!!!!!!!!!!!