Explore recipe: Tickets by agent by channel

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6 Comments

  • Mark Fly

    It would help considerably if you could see the pictures. They are so small and unreadable

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Mark Fly, sorry about that! I've updated the article so that the images are larger. Hopefully that helps!

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  • Muhammad Awad

    The results are so vague. Is there a way to get more readable results for large datasets? 

    Erin O'Callaghan

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  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Muhammad Awad, if the full report results are too hard to read in a single report, you can use a filter to restrict the report results by date or by a certain attribute (like Ticket group, Ticket organization, or whatever else makes sense for your data). That should make the report more manageable. 

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  • Emily Sia

    Hello, is there a way to add a custom display metric where the results for specific tickets channels are combined? Say I just want to see Web (but combined results of mobile SDK, API, etc.)and Chat.

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  • Christopher Stock
    Community Moderator

    Hi Emily Sia, you could create an attribute 'Group' to combine the channels into buckets that make sense to you.

    You can find steps on how to do that here - https://support.zendesk.com/hc/en-us/articles/4408836227866-Organizing-values-by-groups-and-sets

    You access the Group options from the Calculations menu:

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