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JI

Beigetreten 22. Feb. 2022

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Letzte Aktivität 21. Feb. 2024

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Community-Kommentar Q&A - Tickets and email

Anything further on this?

Still affected by this.

Kommentar anzeigen · Gepostet 19. Feb. 2024 · JI

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Community-Kommentar Feedback - Reporting and analytics (Explore)

We're trying to do the same but this isn't available.

Measuring SLA is currently only available against Assignee using Explores Support SLA dataset (Further confirmed in Zendesk Support Ticket 12314928).

What's desired here (Example of a single ticket):
- Created by End-user
- Update by Agent 1: First Reply SLA target is satisfied
- Update by End-user
- Update by Agent 2: Next reply SLA target is satisfied
- Update by End-user
- Update by Agent 3: Next Reply SLA target is breached
- Update by End-user
- Update by Agent 1: Next reply SLA target is breached

Explore analytics to show:
Agent (ie updater) - SLA Targets - SLA achieved
- Agent 1 - 2 - 50%
- Agent 2 - 1 - 100%
- Agent 3 - 1 - 0%

Kommentar anzeigen · Bearbeitet 05. Feb. 2024 · JI

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KommentarBuilding reports

Hi Rosie,

Not sure that you've understood the question, actually.  I am referring to 'Yesterday (working day)' which is an option in the date selection.  See it in the article above, heres an exerpt:

"Yesterday (working day) will show either the previous day's results if the current day is between Tuesday through Saturday or the previous Friday if the current day is a Sunday or Monday."

(Here's a link:  https://support.zendesk.com/hc/en-us/articles/4408828872602-Editing-dates-and-date-ranges#:~:text=yesterday%20(working%20day)%20will%20show%20either%20the%20previous%20day's%20results%20if%20the%20current%20day%20is%20between%20tuesday%20through%20saturday%20or%20the%20previous%20friday%20if%20the%20current%20day%20is%20a%20sunday%20or%20monday.)

In this, the 'Yesterday (working day)' will go back to the last working day (per the description provided above).  I assume this would be pulled from the scheduled that is configured.  Hence asking if a holiday is added, whether this holiday be considered in the 'Yesterday (working day)' calculation.

Kommentar anzeigen · Gepostet 08. Dez. 2023 · JI

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KommentarBuilding reports

Does Yesterday (working day) consider holidays in the schedule?

Eg, today is Monday, last Friday was a holiday (Added in schedule), so last working day was Last Thursday.

Kommentar anzeigen · Gepostet 05. Dez. 2023 · JI

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Community-Kommentar Feedback - Admin Center

+1 upvote from me!

Managing teams in different countries means manual creation of individual holidays for each schedule.  A very unnecessarily time consuming activity in this day and age.

Bulk import would be a big help.

Kommentar anzeigen · Gepostet 12. Apr. 2023 · JI

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Post Feedback - Admin Center

Change this:

'The Allow account assumption feature is enabled.'

To this:

'The Allow account assumption feature was enabled by [UserName].'

Gepostet 12. Apr. 2023 · JI

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Community-Kommentar Feedback - Ticketing system (Support)

Hi Kolten,

Any updates on this, perhaps?

Kommentar anzeigen · Gepostet 19. Okt. 2022 · JI

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KommentarTicket management

I don't feel that my question is answered.

I'm asking whether there is a way to automatically set the resolution field when the merge is done, without having to update each of the tickets individually.

Doing this manually is not pheasible or practical, given the quantity and frequency of ticket merges.

For context, this happens when a recipient is the email address of a customers helpdesk systems (meaning that responses from these create new tickets each time), or when multiple notifications are received (eg Azure monitoring) for the same trigger.

Kommentar anzeigen · Gepostet 23. Feb. 2022 · JI

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KommentarTicket management

Is there an automation option to set resolution to [X] when a ticket is merged, so that my ticket resolutions are not [Blank] ?  (Affecting my telemetry and dashboards)

 

Thanks!

Kommentar anzeigen · Gepostet 22. Feb. 2022 · JI

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