Qin Brian

1. Community
2. Feedback - Reporting and analytics (Explore)

Feature Request Summary:  For enterprises with global business, it's best that we can create different Zendesk Live Data dashboards with customized tickets groups or chat departments.   Descripti...

• Qin Brian
• Erstellt 10. Dezember 2022 06:42
• 4 Follower
• 3 Kommentare
• 1 Stimme

1. Community
2. Feedback - Admin Center

When we created new view to filter specific tickets like the ones which are not triggered into any group (We call them "No Group" tickets), I got confused on the channel description. For example, o...

• Qin Brian
• Erstellt 26. April 2022 03:40
• 1 Follower
• 0 Kommentare
• 0 Stimmen

1. Community
2. Feedback - Reporting and analytics (Explore)

We plan to calculate the timestamp of transferring tickets from Group A to Group X, in Zendesk's explore, I used this formula IF ([Changes - Field name] = "group_id"AND[Changes - Previous value]="x...

• Qin Brian
• Erstellt 21. Januar 2022 11:48
• 1 Follower
• 3 Kommentare
• 1 Stimme

1. Community
2. Zendesk Suite Q&A

I used below function to sort out the tickets information that what is the original group before the ticket  was assigned to another group by agents. If [Changes - Field name]= "group_id" and [Chan...

• Qin Brian
• Erstellt 13. Oktober 2021 10:20
• 2 Follower
• 2 Kommentare
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1. Community
2. Zendesk Suite Q&A

HI ZD: My FCR calculation formula is as below Total Solved Tickets without user repeat visiting / Total  Solved Tickets. How to define Repeat Visiting?  E.g, user created one ticket then agent repl...

• Qin Brian
• Erstellt 22. September 2021 14:53
• 2 Follower
• 1 Kommentar
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1. Community
2. Zendesk Suite Q&A

Hi Zendesk: We created one new Custom Field named Risk Case Priority. Agents should select different priority when they are handling the tickets. We want to monitor the timespan between the tickets...

• Qin Brian
• Erstellt 19. September 2021 04:41
• 2 Follower
• 3 Kommentare
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1. Community
2. Feedback - Reporting and analytics (Explore)

Hi Zendesk: Now the APIs for Tickets/Chat/Agents etc are not convenient for data extraction. For example, in Zendesk query there is built-in data for first reply time, we would like to extract thro...

• Qin Brian
• Erstellt 29. August 2021 03:55
• 2 Follower
• 1 Kommentar
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1. Community
2. Zendesk Suite Q&A

Hi We plan to set up two extra levels named L2 and L3 who will handle the tickets escalated from L1 agents. Below is one simplified process. We have KPIs on First Time Handling after escalation. Du...

• Qin Brian
• Erstellt 21. August 2021 09:50
• 3 Follower
• 4 Kommentare
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1. Community
2. Zendesk Suite Q&A

I met this issue when i built one dashboard to show the trend of the time of Agent replying time. But I got minus value which is unreasonble. Can somebody help me?  

• Qin Brian
• Erstellt 25. Juli 2021 04:07
• 2 Follower
• 1 Kommentar
• 0 Stimmen

1. Community
2. Feedback - Ticketing System (Support)

Hi: Is it possible to add time or date filter after searching one topic? It's best to sort recently posted

• Qin Brian
• Erstellt 23. Juli 2021 08:17
• 2 Follower
• 1 Kommentar
• 0 Stimmen