Viorica Pop

1. Community
2. Support - Product Feedback & Discussion
3. Suggestions for ticket deflection metrics

+1.  Steve were you able to build the metrics in GA? Can you share what you've accomplished so far?   Thanks! 

• Kommentar anzeigen
• Viorica Pop
• Erstellt 21. November 2018 14:43
• 0 Stimmen

1. Support
2. ...
3. Best practices and recipes
4. Insights recipe: Duration between two or more ticket events in minutes

Hi Graeme,  Thanks for the suggestion, I will create a feature request but I was hoping to get a hold of one of the Zendesk's experts in analytics until the request will possibly be addressed by Ze...

• Kommentar anzeigen
• Viorica Pop
• Erstellt 9. Februar 2018 17:25
• 0 Stimmen

1. Support
2. ...
3. Best practices and recipes
4. Insights recipe: Duration between two or more ticket events in minutes

Thanks Jessie !

• Kommentar anzeigen
• Viorica Pop
• Erstellt 29. Januar 2018 21:06
• 0 Stimmen

1. Support
2. ...
3. Best practices and recipes
4. Insights recipe: Duration between two or more ticket events in minutes

Hi Amy, I need your advice on a metric/report that has to do with events and I'm currently strugguling on how to do it. The final goal is to determine the time it took to Solve a ticket for the fir...

• Kommentar anzeigen
• Viorica Pop
• Erstellt 24. Januar 2018 19:17
• 0 Stimmen

1. Community
2. Support - Troubleshooting and Q&A
3. Full Resolution Time

Hi Daniel,   Is there a way to exclude the Pending time from the First Resolution Time?    Thanks!

• Kommentar anzeigen
• Viorica Pop
• Erstellt 23. Januar 2018 19:14
• 0 Stimmen

1. Community
2. Support - Insights and Reporting Q&A
3. First Resolution Time without time spent in Pending and On Hold

Hi Edwin,  We have the same problem here, we need to find out how much it took to solve the ticket for the first time excluding Pending status. Have you found a solution so far? Thanks, Vio  

• Kommentar anzeigen
• Viorica Pop
• Erstellt 23. Januar 2018 16:46
• 0 Stimmen

1. Community
2. Support - Product Feedback & Discussion
3. Admin tool request: List of suspended users

+1

• Kommentar anzeigen
• Viorica Pop
• Erstellt 20. Dezember 2017 16:07
• 0 Stimmen

1. Community
2. Support - Insights and Reporting Q&A
3. Initially Assigned to Group

Hi Becca, I've used you solution and now it works. I can show on the report the date when a ticket was first assigned to a known group. Thanks for sharing!!    

• Kommentar anzeigen
• Viorica Pop
• Erstellt 19. Dezember 2017 16:56
• 0 Stimmen

1. Community
2. Support - Insights and Reporting Q&A
3. Initially Assigned to Group

Hi Rebecca,   I would prefer to use GoodData in this case, since the API export is not an option for us and we would like to schedule this report on weekly bases. I have build 2 metrics similar to ...

• Kommentar anzeigen
• Viorica Pop
• Erstellt 13. Dezember 2017 20:27
• 0 Stimmen

1. Community
2. Support - Insights and Reporting Q&A
3. Initially Assigned to Group

Hi Becca,    Have you figured it out, how to show the date of first assignment to a group? I want to do the same exact thing, but I still see all events. Can you please share your final solution if...

• Kommentar anzeigen
• Viorica Pop
• Erstellt 13. Dezember 2017 19:48
• 0 Stimmen