Chandra Robrock
I'm Chandra & I lead a team of Support Specialists at FullStory. I've been using Zendesk for many years and have personally experienced how helpful the software can be for providing superior support. In my downtime, I serve as a Zendesk Community Moderator to help others find incredible value with the product.
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Chandra Robrock hat einen Kommentar hinterlassen
Kenny Rohan Mind confirming that you're in the Support - Updates history dataset rather than the Support - Tickets dataset? Based on the metrics included in your screenshot, I suspect you may be qu...
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Chandra Robrock hat einen Kommentar hinterlassen
Riah Lao That's really just one example of a comment that is flagged, so I'm hesitant to say exactly how to switch the requester over in every scenario where a comment is flagged. In our specific c...
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Chandra Robrock hat einen Kommentar hinterlassen
Hi Riah Lao - sure thing!Let's say a ticket comes in with a Requester of test+testing@test.com which triggers the First Reply SLA. The agent responds to their email which then satisfies the First R...
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Chandra Robrock hat einen Kommentar hinterlassen
Hi Yannick Berkhout - You could absolutely create custom time brackets by creating a Standard Calculated Attribute using this formula: IF (VALUE(Full resolution time (hrs)) <= 24*5) THEN "0-5...
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Chandra Robrock hat einen Kommentar hinterlassen
Hi Grace - If you haven't already, I'd recommend checking out Zendesk's SLA Event Tracker app: https://www.zendesk.com/marketplace/apps/support/223192/sla-event-tracker/. While it won't do exactly ...
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Chandra Robrock hat einen Kommentar hinterlassen
Happy to help - Metric Filters were one of those things that was a game changer for me when I first discovered them. Glad that did the trick for you! :)
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Chandra Robrock hat einen Kommentar hinterlassen
Hey Rox - Unfortunately, I haven't found many great workarounds, but I have used an app called Shredder (https://www.zendesk.com/marketplace/apps/support/94512/shredder/) which helps make this proc...
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Chandra Robrock hat einen Kommentar hinterlassen
Hey Dereck - Try applying a Metric Filter to exclude any 0 values in your report. More info on Zendesk's Help Center here: https://support.zendesk.com/hc/en-us/articles/4408820138010-How-do-I-exclu...
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Chandra Robrock hat einen Kommentar hinterlassen
Hi David - Not a silly question at all! A few years back, my boss had asked me to build the same exact type of report but I wasn't able to find a way to achieve this, I'm afraid. That said, we did ...
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Chandra Robrock hat einen Kommentar hinterlassen
I believe the closest thing would be the Latest Update by Assignee, but other Zendesk community members may have some other suggestions. In the meantime, have you thought about implementing First &...