Gerardo

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21. April 2023 07:58
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16. Oktober 2021 11:30
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Neueste Aktivität von Gerardo

Gerardo hat 10. Februar 2023 12:43 einen Post erstellt
Count number of tickets with multiple tags
1. Community
2. Feedback - Reporting and analytics (Explore)
Hi whoever is able to reply to my question, I am having trouble by creating an accurate report based on tags. Creating a group attribute with tags and using the D_Count Ticket metric doesnt help. ...
- Gerardo
- Erstellt 10. Februar 2023 12:43
- 2 Follower
- 1 Kommentar
- 1 Stimme
Gerardo hat 2. Dezember 2022 18:49 einen Kommentar hinterlassen
Hi, how are follow-up tickets considered in the one touch tickets? I have noticed that every ticket is counted separately. The same for merged tickets. I know that we can exclude merged tickets,...
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- Gerardo
- Erstellt 2. Dezember 2022 18:49
- 0 Stimmen
Gerardo hat 12. Oktober 2022 08:14 einen Kommentar hinterlassen
Hi there, Will there be an option to see the live data for SLA like breached and achieved or also by SLA metrics? Or is this already available?
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- Gerardo
- Erstellt 12. Oktober 2022 08:14
- 0 Stimmen
Gerardo hat 26. Juli 2022 08:02 einen Post erstellt
More audit log filters
Beantwortet
1. Community
2. Feedback - Ticketing System (Support)
Hi, The audit section could have more filters by example filtering who did the action or on which account the action was made. Example scenario: Agents suspends an account or marks a tickets as ...
- Gerardo
- Erstellt 26. Juli 2022 08:02
- 5 Follower
- 2 Kommentare
- 1 Stimme
Gerardo hat 22. Juli 2022 13:15 einen Post erstellt
Filter view SLA metrics
Beantwortet
1. Community
2. Zendesk Suite Q&A
Hi, Is there any workaround to create views based on SLA metrics? Or conditions to add tags to tickets with SLA metrics? Or anything that can be filtered in Zendesk support to identify which ticke...
- Gerardo
- Erstellt 22. Juli 2022 13:15
- 3 Follower
- 1 Kommentar
- 1 Stimme
Gerardo hat 21. Juni 2022 09:28 einen Kommentar hinterlassen
Hi, I agree to this, Ideal would have also a condition based on metrics example ticket SLA Next reply time breached or Agent working time breached.
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- Gerardo
- Erstellt 21. Juni 2022 09:28
- 0 Stimmen
Gerardo hat 17. Juni 2022 14:02 einen Kommentar hinterlassen
Hi there, Is there a way to filter the SLA for reply and solving time? Ideal would be to have a view for each. Or a to add a tag dedicated to one of both breached. Or a way to prioritize one to a...
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- Gerardo
- Bearbeitet 17. Juni 2022 14:04
- 0 Stimmen
Gerardo hat 28. April 2022 07:46 einen Kommentar hinterlassen
Hi Heather Rommel, We followed all the steps above and thank you for this powerful hint. I have a question about this part We get the error that the account is not authorized, we add the email of ...
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- Gerardo
- Bearbeitet 28. April 2022 07:47
- 1 Stimme
Gerardo hat 8. April 2022 07:40 einen Kommentar hinterlassen
Hi @..., Thanks a lot for the hint, I am very interested, but we are not using messaging, we still use chat. Therefor I believe, we can not participate, as it is in the requires.
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- Gerardo
- Erstellt 8. April 2022 07:40
- 0 Stimmen
Gerardo hat 29. März 2022 12:37 einen Kommentar hinterlassen
Hi, why no community moderator of Zendesk had some thoughts on this topic? Can we get a feedback?
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- Gerardo
- Erstellt 29. März 2022 12:37
- 8 Stimmen