Alex Zheng

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Reporting on Customer location.

Hey Ulises, Our product team has released a fix for this and this should be working properly again.

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• Alex Zheng
• Erstellt 8. August 2023 19:46
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1. Explore
2. ...
3. How to create and update reports
4. What Explore reporting options are available for merged tickets?

Hey Maribel, It is based on the unique ticket ids as every unique ticket id will count as a separate ticket. So since merged tickets have different ids these will count as separate tickets.

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• Alex Zheng
• Erstellt 2. Mai 2023 13:35
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1. Explore
2. ...
3. Metrics, attributes, and filters
4. How are one-touch resolutions calculated?

Hey Greg, Phone call recordings are not considered as a public reply so in your example this would be one agent reply and be considered as a one-touch ticket.

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• Alex Zheng
• Erstellt 20. April 2023 18:33
• 0 Stimmen

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Reporting on tickets with an internal comment before a public comment

Hey Sherin, Generally this error occurs if you are in the wrong dataset, can you make sure that you are in the Updates History dataset?

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• Alex Zheng
• Erstellt 19. April 2023 14:42
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1. Community
2. Zendesk Suite Q&A
3. Ticket Backlog - Filtering by Ticket Age

Hey Allen, If you are using the tickets dataset you should have a metric for Unsolved Tickets Age and then you can use the metric filter to filter for tickets older than x days. Let me know if you ...

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• Alex Zheng
• Erstellt 19. April 2023 13:50
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. When we are creating child tickets using Side conversation parent ticket time log is getting copied into the child tickets.

Hey shwetha, Thanks for bringing this to our attention. Our dev team has been made aware of this issue and will be working to fix this as I can understand that this can be very detrimental to your ...

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• Alex Zheng
• Erstellt 19. April 2023 13:21
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Filtering Ticket Events by Business Hours

Hey Chetan, Unfortunately it is not possible to get field changes time calculations in business hours at the moment. I would highly encourage you to follow and upvote this community feedback post o...

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• Alex Zheng
• Erstellt 18. April 2023 20:47
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1. Community
2. Zendesk Suite Q&A
3. Calculating Solved Tickets Per Hours/Days Worked

Hey D.Fitz, I would take a look at the Tickets solved - Daily average metric, the formula for this is COUNT(Tickets)/DCOUNT_VALUES([Ticket solved - Date]) so it will only be dividing by dates that ...

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• Alex Zheng
• Erstellt 18. April 2023 20:16
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1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk Support

Hey Cam, You can try using the Agent Wait Time metric as this will get you the time a ticket was in pending status which is generally the time an agent is waiting for a response from the customer. ...

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• Alex Zheng
• Erstellt 18. April 2023 20:11
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1. Explore
2. ...
3. Metrics, attributes, and filters
4. How are one-touch resolutions calculated?

Hey Ana, Chat updates are not considered under the metric of Agent Replies which is what is being used in Explore to calculate one touch tickets. If a customer chats in and the ticket is immediatel...

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• Alex Zheng
• Erstellt 18. April 2023 20:08
• 1 Stimme