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Tom Skjönsberg

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    Tom Skjönsberg hat einen Kommentar hinterlassen

    Thank you for your answer Devan. I made a post in the product feedback forum as well. I was sort of expecting this answer, as I have seen the same limitations in many scheduling and reporting tools...

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    Tom Skjönsberg hat einen Post erstellt

    Report on shifts spread across 2 days

    Basically I have two night shifts that are creating an issue for generating decent shift reports. The shifts we have are spread across two sites, and look as follows: 06:00-14:0008:00-16:0014:00-22...

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    Tom Skjönsberg hat einen Post erstellt

    Report on shifts overlapping days

    I was looking at the recipe posted here in order to modify it for our use, but I am running in to an issue due to our shifts setup. Basically I have two night shifts that is creating an issue for g...

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    Tom Skjönsberg hat einen Kommentar hinterlassen

    Posted in Q&A yesterday because I need this functionality to report on which agent updated specific tags. The ability to do a simple IF [Changes - Field name] = "Ticket tags" AND[Changes - New valu...

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    Tom Skjönsberg hat einen Post erstellt

    Finding who set a ticket tag

    I'm trying to set up a query to see who set a specific tag on a ticket. I have been doing other custom update metrics, but this one seems to always return a result of 0, despite that I can find the...

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    Tom Skjönsberg hat einen Kommentar hinterlassen

    Graeme Carmichael Thank you for the response. That was part of my problem. Seeing that it didn't change anything at first, it got me digging even further, and it turned out that it was actually a f...

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    Tom Skjönsberg hat einen Kommentar hinterlassen

    Hillary Latham Thank you very much for your reply. What I'm seeing in my query is that the instant where agents leave a comment are counted as expected. However, the same tickets will show up again...

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    Tom Skjönsberg hat einen Post erstellt

    Exclude updates other than comments

    I have a quite basic query where I want to display the number of ticket comments added by agents on specific dates for tickets on e-mail and web channels. I use the Support: Ticket updates dataset ...

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    Tom Skjönsberg hat einen Kommentar hinterlassen

    Jose Fuentes You can get the data for Chat by going to Zendesk Chat, Analytics and then click the Download CSV button. Under "Report Types" after choosing your date interval, you will want the one...

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    Tom Skjönsberg hat einen Post erstellt

    Tracking ticket assigns across groups problem

    I've been looking at the recipe that was provided by Zendesk, but cannot get the results to display correctly when having to use more than one Group ID for previous value. At the moment I am trying...