Alex Zheng

1. Community
2. Zendesk Suite Q&A
3. Reporting on % of tickets solved within a set period of time

Hey shilpi, I can open up a ticket with you to investigate further.

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• Alex Zheng
• Erstellt 28. November 2022 21:49
• 2 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Creating Custom Attribute for Assignee Name

Hey Charles, You'll want to get rid of the parentheses around Null, this implies it is looking for a specific field value called null rather than just seeing if it is empty. So it should look like ...

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• Alex Zheng
• Erstellt 2. November 2022 17:37
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. AVG First reply time in Dashboard: which time filter?

Hey Andrea, I would check out the article Best practices for using dashboard filters just for better understanding on how to use dashboard filters. Though for first reply time generally I would rec...

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• Alex Zheng
• Erstellt 28. Oktober 2022 19:28
• 1 Stimme

1. Explore
2. ...
3. Explore basics
4. Zendesk Explore glossary

Hey Lara, We have documentation on all the default metrics and attributes here which should give you the information you are looking for. Metrics and attributes for Zendesk Talk Best regards,

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• Alex Zheng
• Erstellt 11. Oktober 2022 16:20
• -1 Stimmen

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Finding the first assignee for a ticket

Hey Gerald, Unfortunately not, as the changes - field name attribute only exists in the Updates History dataset. Best regards,

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• Alex Zheng
• Erstellt 28. September 2022 19:51
• 0 Stimmen

1. Objects and rules
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

Hey Omar, If you are looking for something like a current user variable then this is currently not available but it is in development as described in this post. I would recommend you comment and fo...

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• Alex Zheng
• Erstellt 28. September 2022 19:45
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. Explore Guide - Searches: Avg click-through rate are higher than 100% ?

Hey Marco, The average click through rate is calculated as COUNT(Clicks)/COUNT(Searches) with clicks and searches being two separate metrics within the Search dataset. This references any article c...

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• Alex Zheng
• Erstellt 12. September 2022 14:09
• 1 Stimme

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk Support

Hey CJ, Thanks for sharing. Internal discussion is being raised as a result of that post on the tickets solved metric. Please bear with us as we work through this issue. Best regards,

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• Alex Zheng
• Erstellt 17. August 2022 14:14
• -1 Stimmen

1. Community
2. Zendesk Suite Q&A
3. % of tickets contacted

Hey Bobby, I am thinking you would want to be in the TIcket Updates dataset anyways as I believe this would be the easiest way to account for updater role and all the relevant metrics should be ava...

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• Alex Zheng
• Erstellt 16. August 2022 12:11
• 0 Stimmen

1. Community
2. Zendesk Suite Q&A
3. % of tickets contacted

Hey Bobby, I think I follow what you're trying to do. I'm thinking you'll want to add a condition to your metric to include the DATE_DIFF function to filter out tickets that haven't been updated in...

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• Alex Zheng
• Erstellt 15. August 2022 20:50
• 0 Stimmen