MineralTree | Support

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

Shawna, I appreciate you chiming in here. As big of a problem it is that this functionality is not in the product nor has been delivered in the timeframes laid out, the bigger problem for many of u...

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• MineralTree | Support
• Erstellt 6. Dezember 2023 15:46
• 3 Stimmen

1. Support
2. ...
3. Ticket customization
4. Using custom fields

We use 2 ticket custom fields that are also required for resolution. They are both drop down types. One field is "classification" where the agent must select a classification, for instance "Login::...

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• MineralTree | Support
• Erstellt 10. Oktober 2023 17:46
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1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Joining attributes

What I need to do is combine two 'channels' into one. We consider "Web" and "Email" as the same channel. Right now my reporting looks like this...       I want to add Web+Email so I show them as o...

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• MineralTree | Support
• Erstellt 27. September 2023 19:28
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1. Community
2. Zendesk Suite Q&A
3. Standard Calculated Attribute to combine Ticket Channel

thanks for the response. I'll take a look at this.

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• MineralTree | Support
• Erstellt 23. Juni 2023 19:32
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1. Community
2. Feedback - Reporting and analytics (Explore)
3. Difficulties with reporting on CSAT for tickets for a certain time period i.e. this week, last week, etc.

Hey, that was it. Actually, once I changed the "metrics" to tickets updated" and the filter to "update - timestamp" it all fell into place.  A big THANK YOU for this.

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• MineralTree | Support
• Erstellt 21. April 2023 18:17
• 1 Stimme

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Difficulties with reporting on CSAT for tickets for a certain time period i.e. this week, last week, etc.

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• MineralTree | Support
• Erstellt 21. April 2023 13:51
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Difficulties with reporting on CSAT for tickets for a certain time period i.e. this week, last week, etc.

No, because the ticket is getting updated during "this week" but the CSAT score was given back in October. So I need to filter on when the CSAT score was actually given.

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• MineralTree | Support
• Erstellt 20. April 2023 20:41
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1. Community
2. Feedback - Reporting and analytics (Explore)
3. Difficulties with reporting on CSAT for tickets for a certain time period i.e. this week, last week, etc.

Pedro Rodrigues (opservator.com) that's not giving me the results. I created that exact standard calculated attribute and added it to the report. I then excluded NULL values and the "old bad CSAT" ...

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• MineralTree | Support
• Erstellt 20. April 2023 19:40
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