Abby Armada

Hi Jakub Konik - is it possible to see what tickets have used AI? We've opened up the pilot on our Zendesk instance, but it would be great to see what tickets have used the Tone change, etc, to correlate with any change in CSAT. Thanks!

Hi there,

I love this feature, but would love an expanded attribute list. In "Support - Updates history", I'd love to see "Updater name" since many of our tickets are re-assigned and we count tickets via agent update. This would 100% solve all of our data sharing problems. Thanks!

Hi Daniel!

Does this take into account average wait time between replies?

We want to track total average response time (not just avg first reply time) for a subset of tickets (Plan type = custom field) How would we build this in Explore?

Hi there,

We have a Custom Field (Plan Type) that has 4 options, and I want to combine two of them ("Null" and "No Account"). How would I go about doing that? Thanks!

Abby