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Sandra redk Light

Beigetreten 07. März 2024

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Letzte Aktivität 29. Jan. 2025

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Community-Kommentar Feedback - Reporting and analytics (Explore)

We definetly need an option to make export data easier or a better Drill in option.
The current config only gives report export option to admins (and not the same, as usually reports aren't as filtered as Dashboards).

The Drill in tool is not an option neather, unfortunately, as it requires to filter the report as well to show the specific data to analyze. I.e. if I drill in my “Unsolved tickets” report, which uses Unsolved tickets metric only, the result will be much higher because all the solved tickets will appear as rows but marked as 0. What's really the sense of doing this “analysis”? Do we need to include filters in all our reports? 

The only workaround is Descompose tool, but it hasn't been included. This is definitively  an important tool missing with this migration. Hope you will find an alternative or improve the Drill in option soon.
 

Kommentar anzeigen · Gepostet 29. Jan. 2025 · Sandra redk Light

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KommentarConfiguración de Explore

Hi! 

I don't see mention here to SLAs dataset, which are not included to any agent with specific Explore permissions in his Role. 

Is there anything you're planning to launch in the near future?

 

 

 

 

 

Kommentar anzeigen · Gepostet 27. Jan. 2025 · Sandra redk Light

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KommentarConfiguración de Explore

Hello! 

 

I don't see in this article an important limitation I just found which is that SLAs dataset won't be accessible for those agents with specific Explore permission on their Roles. 

This is how agents see all the reports from SLAs dataset, eventhough those reports do not include any other group related data. 

Is there anything you're planning to launch in the near future?
 

Kommentar anzeigen · Gepostet 27. Jan. 2025 · Sandra redk Light

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KommentarViewing and using dashboards

Hello, this article last update was on  Dec 10, 2024, a month afther the new dashboard builder migration was announced. However, it turns out that export a single report from the Dashboard is yet not possible, and Drill in Option is not providing accurate data when using it (maybe a bug, but not reliable yet to be used). From Gab Guinto comment dated from 2022 I understand that this is an option the team were working on, do you know if this is actually something we should count with in the near future? We're missing a lot of features and the single export is widely used. Thanks!

Kommentar anzeigen · Gepostet 27. Jan. 2025 · Sandra redk Light

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KommentarCreating dashboards

I am quite surprised to see the Decompose functionality in this list as functionality that will not be maintained.

Can you please let me know when this information was added? I follow this migration process very closely and I don't remember noticing it as a limitation before, when it was announced.

This is a functionality that is in high demand, as Drill in does not do the same by not keeping the chart type. Is there a specific place where we as users can request these tools back in the Dashboard builder, just like the attribute change?
Walter Bellante 
 

Kommentar anzeigen · Gepostet 02. Jan. 2025 · Sandra redk Light

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KommentarCreating dashboards

 

Hi, the advanced time filters in the new Dashboard have changed a bit from the current one, and doesn't match with the time filters we can use in reports. 
We're missing a lot the option to select number of days, weeks, months in the past (see image). Is there something planned to be added in the future? It is an essential feature for us, so I hope so.

Kommentar anzeigen · Gepostet 04. Dez. 2024 · Sandra redk Light

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KommentarTicket management

Hi,

Same here, we're not able to see this option under "ticket settings". 

In any case, Will this functionality be applied retroactively? I mean, the current closed tickets prior to this change will be assigned automatically to their prior group and assigne if the customer replies?

Kommentar anzeigen · Gepostet 22. März 2024 · Sandra redk Light

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KommentarZendesk messaging

Hi, I think Viktor's reply is not longer correct (https://support.zendesk.com/hc/en-us/articles/4500737327258/comments/5612348832794).

I have a Numeric custom field that can't be added in Messaging basic flow, is there any restriction for types of fields?

Kommentar anzeigen · Gepostet 07. März 2024 · Sandra redk Light

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