Amy Dee

1. Support
2. ...
3. Reporting
4. Understanding first reply time

Hi Richard! This article is primarily about the native first reply time metric. The metric is recorded with the ticket data in calendar and business hours, regardless of whether an account has SLAs...

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• Amy Dee
• Erstellt 24. September 2020 17:45
• 0 Stimmen

1. Support
2. ...
3. Reporting
4. Understanding first reply time

Hi Jody! For business hours metrics, Zendesk checks the schedule at the time of the relevant update, then calculates the metric accordingly. It doesn't maintain a live timer.  For your example, it ...

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• Amy Dee
• Erstellt 31. Juli 2020 22:26
• 0 Stimmen

1. Community
2. Insights Q&A
3. Does "Time Spent Per Update" include time spent on phone?

Hi João! Is the "Time Spent Per Update" value coming from the Zendesk Time Tracking app? If so, it can capture the agent's time on the call, but it depends on the workflow. The Time Tracking app ru...

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• Amy Dee
• Erstellt 19. Juni 2020 22:21
• 1 Stimme

1. Community
2. Insights Q&A
3. Insights attribute filters and renamed custom field values

Hi Darryll! There isn't a user-facing tool for this process. We need to coordinate with GoodData to run project reloads, since it requires some extra steps on their side. I'm going to create a tick...

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• Amy Dee
• Erstellt 17. Mai 2020 21:21
• 1 Stimme

1. Support
2. ...
3. Reporting and performance
4. What is the difference between # Solved Tickets and # Tickets Solved?

Hi Ofir! These metrics live in separate datasets in Explore, so you won't see them side by side. In the Tickets dataset, you'll find the "Solved Tickets" metric. It counts tickets in solved or clo...

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• Amy Dee
• Erstellt 5. Mai 2020 22:30
• 0 Stimmen

1. Community
2. Insights Q&A
3. Individual Agent Reports

Hi David! Hi Evan! You can do this in Insights with User-Specific Values in a Variable. You'll need to open the GoodData interface for this, since it's not available through the iframe in Zendesk. ...

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• Amy Dee
• Erstellt 27. April 2020 20:12
• 0 Stimmen

1. Community
2. Insights Q&A
3. return tickets based on signed in user/ticket assignee

Hi Daniel! A report like this should be possible, but it takes some effort to set up. The keywords THIS, PREVIOUS, and NEXT only apply to time ranges, so you wouldn't be able to use THIS with an at...

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• Amy Dee
• Erstellt 11. Februar 2020 18:15
• 0 Stimmen

1. Community
2. Insights Q&A
3. [Support and Explore] Counting tickets correctly

Hi Cyrille! I think the discrepancies here are coming from two broad sources: First is ticket archiving. After a ticket has been closed for 120 days, it is archived. Archived tickets still exist in...

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• Amy Dee
• Erstellt 5. Februar 2020 17:35
• 0 Stimmen

1. Community
2. Insights Q&A
3. Insights: How to track response times of a ticket that gets assigned to a different group

Hi Miguel! This sounds like a textbook case for this recipe: Duration between two events in minutes. That recipe shows you how to identify timestamps for specific ticket events, then find the diffe...

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• Amy Dee
• Erstellt 31. Januar 2020 15:02
• 1 Stimme

1. Support
2. ...
3. Reporting
4. Understanding first reply time

Hi Sy! Merged tickets are still counted separately for all calculations and metrics. Zendesk doesn't combine the backend data or remove the merging ticket from the API.  For your example, ticket B ...

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• Amy Dee
• Erstellt 30. Januar 2020 16:44
• 2 Stimmen