Serraview Australia

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Field changes time calculation by business time

Absolutely agree! We don't have 24/7 support so calendar hours is not a true reflection of the time an agent was responsible for a ticket compared to our SLAs (which are in business hours)

• Kommentar anzeigen
• Serraview Australia
• Erstellt 10. August 2022 01:48
• 1 Stimme

1. Community
2. Zendesk Suite Q&A
3. Calculating Next Reply After First Reply Time

Heya, just realised it should be "VALUE(Field changes time (min))" instead of "[Ticket ID]", however that only gets calendar hours. How do I get it for Business Hours?

• Kommentar anzeigen
• Serraview Australia
• Erstellt 3. August 2022 06:30
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Calculating Next Reply After First Reply Time

Heya, we need to show (and agents themselves want to see, compared to colleagues) averages for Next Reply Time (not just the time to reply after the client's response to our first reply). Gab are y...

• Kommentar anzeigen
• Serraview Australia
• Erstellt 18. Juli 2022 06:57
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Request to get 'Variable filters' working in Explore

Hey guys, any update since Q2 has come and gone now?

• Kommentar anzeigen
• Serraview Australia
• Erstellt 8. Juli 2022 01:15
• 3 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Agent Workspace - Open at top of latest comment

Hi @... I also am still getting the same issue as Joost - messages still open at the bottom of the latest message rather than the top. Is there a setting we have to change?

• Kommentar anzeigen
• Serraview Australia
• Erstellt 29. März 2022 05:21
• 0 Stimmen

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

Karen Hynes We need to be able to report on which users were on which status historically so that we can see who was responsible at the time when a call was missed and went to voicemail (much tough...

• Kommentar anzeigen
• Serraview Australia
• Erstellt 1. Dezember 2021 02:32
• 0 Stimmen

1. Explore
2. ...
3. Metrics, attributes, and filters
4. Why are some days missing from my reports in Explore?

Actually I found that the answer in How can I include 0 values in Explore reports? worked - I just went to Result Manipulation > Time Axis and checked the box :)

• Kommentar anzeigen
• Serraview Australia
• Erstellt 8. November 2021 03:25
• 0 Stimmen

1. Explore
2. ...
3. How to create and update reports
4. How can I include 0 values in reports?

The link to Why do some columns not show in my query? doesn't work

• Kommentar anzeigen
• Serraview Australia
• Erstellt 8. November 2021 03:21
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)
3. Customer Effort Score in Zendesk

Yes please!

• Kommentar anzeigen
• Serraview Australia
• Erstellt 27. Oktober 2021 05:21
• 0 Stimmen