Chandra Robrock
I'm Chandra & I lead a global team of Technical 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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Hey @... - Have you tried using the 'Update - Date' attribute? This date attribute will adapt to the specific update your metric is about so, in this specific case, it would be the date in which th...
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@... You should be able to display the Metrics as a Row by clicking into Chart Configuration on the right-side menu and then Columns. When you have a Table visualization selected, you should see a ...
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@... Based on that error message, I have a feeling you may have been using the Tickets dataset when building that metric since the 'Changes - New Value' attribute is only available in the Ticket Up...
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Hey Tom - Mind confirming that you're using the Ticket Updates dataset instead of the Tickets dataset? The 'Changes - New Value' attribute is only available in the Ticket Updates dataset, so that m...
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@... If you click into Chart Configuration from the right-side menu and then click on Display Format, you should be able to specify the format by selecting Custom from the dropdown menu next to thi...
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Hey @... - Happy to help! The solution I had in mind was to select "Custom" as the Display Format for that metric and then specify a different Decimal Place to round it to (i.e. "2" or "4" instead ...
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Hey Ally Elliott - This would also be possible with the Ticket Field Manager app I mentioned. https://www.zendesk.com/marketplace/apps/support/223753/ticket-field-manager/. Specifically, you'll wan...
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Rakuten TV It sounds like using the metric Agent Replies and selecting AVG instead of SUM could work here. That would give you the average number of Agent Replies (or touches) for the specific tick...
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Thanks for confirming! When querying the Ticket Updates dataset, each individual update would be a unique row. Since a ticket being created would be one update and then an internal comment being le...
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@... While I'm not sure of the exact reason you're seeing different Created and Solved Ticket numbers in the Tickets dataset versus the Ticket Updates dataset, I do know that there are slight diffe...