Erin O'Callaghan

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

Hi Hilary Dudek, the Unassigned unreplied messaging tickets metric should actually have been titled Unreplied unsolved messaging tickets instead, so I've made that switch in the article above. Than...

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• Erin O'Callaghan
• Erstellt 5. Juni 2023 19:29
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1. Support
2. ...
3. Ticket automation and collaboration
4. Automatically triaging tickets based on intent, language, and sentiment

Hi Thomas, I've updated the article to say "Suite Professional and above" to align with the header.

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• Erin O'Callaghan
• Erstellt 11. Mai 2023 12:19
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1. Zendesk updates
2. Announcements
3. Current and upcoming Zendesk betas

New EAP for generative AI: Summarization and text enhancing Zendesk offers several AI-powered features that help agents be more productive while still providing a high level of customer service. Th...

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• Erin O'Callaghan
• Erstellt 10. Mai 2023 15:48
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1. Community
2. Feedback - Reporting and analytics (Explore)
3. Reporting on Custom Statuses

Hi Paul Jarman, I did some testing, and it looks like the metrics in your screenshot should reflect any custom statuses whose category corresponds to the default statuses included in the metric’s f...

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• Erin O'Callaghan
• Erstellt 26. April 2023 19:34
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1. Community
2. Feedback - Reporting and analytics (Explore)
3. Reporting on Custom Statuses

Hi all, I just wanted to chime in and mention that you can use the Support - Tickets dataset to report on the following attributes: Ticket custom status name, Ticket custom status category, and Tic...

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• Erin O'Callaghan
• Erstellt 25. April 2023 16:50
• 1 Stimme

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Counting agent comment updates

Hi Tom Castle, it's possible that you're in the wrong dataset. When you start creating your report, make sure to choose the Support - Updates History dataset. The metric and attributes from the rec...

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• Erin O'Callaghan
• Erstellt 19. April 2023 16:23
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1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Help center article views within 30 days of creation

Yes, absolutely! Thank you for the comments, Sylvain Buttazzoni and Mark Glinski! I've updated the formulas and a few other places throughout this recipe to reflect the current metric and attribute...

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• Erin O'Callaghan
• Erstellt 14. April 2023 19:32
• 0 Stimmen