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Amber Schemmel

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    Amber Schemmel hat einen Kommentar hinterlassen

    Hi Sandra, I am going to pull this into a ticket! Thanks!

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    Amber Schemmel hat einen Kommentar hinterlassen

    Offizieller Kommentar

    Hi Chandra, This is not possible with the Knowledge Capture database at this time, but our Product Managers are aware of this AMA and will be looking through these posts! Thank you for reaching out...

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    Amber Schemmel hat einen Kommentar hinterlassen

    Offizieller Kommentar

    Hi Marie-Cathrine, The group changes actually uses the group id instead of the group name! So, you would have to use [Changes - Field name] = "group_id", and use the group ids for the [Changes - Ne...

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    Amber Schemmel hat einen Kommentar hinterlassen

    Offizieller Kommentar

    Hi Craig, If you have a way to identify which shift/region took a ticket, this would be possible! For example, if you are measuring all tickets created from 9am-5pm as shift 1, tickets created from...

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    Amber Schemmel hat einen Kommentar hinterlassen

    Offizieller Kommentar

    Hi Evan, One of the queries in the Zendesk Support prebuilt dashboard, in the SLA tab, actually shows breaches per hour of event! It uses % (through a Result path calculation) instead of just a raw...

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    Amber Schemmel hat einen Kommentar hinterlassen

    Hi Sandra, In the Tickets dataset, where the "% Satisfaction score" metric resides, there unfortunately is no built-in attribute for satisfaction rating dates, and this is where the solved date get...

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    Amber Schemmel hat einen Kommentar hinterlassen

    Hi Amanda, This article might help you find the answer to getting your Jira ID into Zendesk - https://support.zendesk.com/hc/en-us/articles/115004257108-Using-the-Jira-field-syncing-feature. Thanks! 

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    Amber Schemmel hat einen Kommentar hinterlassen

    Hi Amanda, I'd like to troubleshoot your issue further, so I will be opening up a ticket with you! Thanks!