Amy Dee
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Neueste Aktivität von Amy Dee-
Hey guys! This type of report is really difficult, due to the way first reply times are handled. The default reply time metrics are calculated by Zendesk. The results are stored as a single value, ...
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Hi Bobby! Sorry about the long response time! The map chart uses a couple attributes: Country and Geo Pushpin. It sounds like you’d be more interested in Country. (Geo Pushpin shows coordinates.) T...
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Hi Oliver! Sorry about the long response time! If you have access to Insights, the first report should be fairly straightforward. You'll need to make a series of custom metrics, but each metric is ...
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Hey Karyn - You're welcome! I'm glad that report is working out for you! There is actually a default metric that uses the Date (User Last Login) attribute. It's called "Days Since Last Log-in." It ...
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Offizieller Kommentar Hi Karyn! Date (User Last Login) would work best for finding inactive users, where their last login date was a long time ago. This sort of report would only look at users; it wouldn’t consider thei...
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Hi Matthew! Sorry about the long response time. Business rules can only "see" the current ticket. That means triggers and automations have no way to act on other tickets from the same requester. Un...
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Hi Keith! Sorry for the delay in responding. I can help you with this! This report would be easy to set up through Insights (available on Plus and Enterprise plans). A simple Insights report would ...
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Hi Shane! Sorry about the delay in responding. Facebook direct messages behave a bit differently than regular tickets, since we do not get the user’s email address. Triggers do not apply on these t...
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Hi Eli! Sorry it took so long to respond. I can help you out here! To your first question, you could set these users up as agents, but it may not be necessary. You could also allow them to see thei...
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@Corrin - Most of this can be done with a few modifications to these metrics. For example, if tickets are routed directly to the right group, you could use the “Timestamp - T1 to T2" metric above, ...