simone secci
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simone secci hat einen Kommentar hinterlassen
Hi Brett,Thanks for your response.There is also a semi-accurate trigger that can be created starting from the titles of the most linked articles by agents.So the trigger automatically tags tickets ...
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simone secci hat einen Kommentar hinterlassen
I'm trying to create a more accurate version of this Guide metric:Knowledge Capture: Agent engagementI'm trying to understand what's the percentage of one touch tickets that contains a knowledge ca...
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simone secci hat einen Kommentar hinterlassen
Any way to use guide articles links as placeholders in triggers' text? I'm just looking for a plain hyperlink with text. Nothing fancy.Such as found in this messaging box I'm using for example. Tha...
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simone secci hat einen Post erstellt
Monthly average
BeantwortetIs it possible to create similar queries to daily average created or solved but with different time attributes (weekly, monthly etc)?Specifically looking for queries recipes for:Avg replies mo. Avg...
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simone secci hat einen Post erstellt
Backlog vs solved tickets trendline
BeantwortetWith reference to this article: https://support.zendesk.com/hc/en-us/articles/203661116-Understanding-backlog-evolution Is there an explore recipe to build a query for a trendline to show backlog v...