Default aggregator for Metrics relating to tickets

Completed

5 Comments

  • Vincent Dollet
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    Hi Dan,

    Thank you for your feedback. You raise a very good point - the expected aggregator will indeed likely change depending on what we are analysing: tickets, reply time, reopens etc.

    Let us see what we can do to simplify that experience,

    Kind regards

    Vincent

    0
  • Vincent Dollet
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    Hi Dan,

    I'm following up on this feedback.

    We are starting some developments to change the default aggregator based on the selected metric. I expect that improvement to be available within a couple of weeks.

    Kind regards

    Vincent

    0
  • Vincent Dollet
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    Hi Dan,

    Keeping you updated - we have released a feature which allows editors to define what aggregator(s) is(are) available for each metric, and what the default aggregator is. Feel free to check out this post.

    Next, we'll need to update the Zendesk connectors to ensure that we set the defaults correctly. That should be available some time in April, at which time I'll mark that feedback as "Completed".

    Kind regards

    Vincent

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  • Dan Ross
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    This is great, I look forward to trying it out. Thanks Vincent!

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  • Vincent Dollet
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    Hi Dan,

    The Zendesk Support Tickets and Ticket Events connectors have been updated - the default aggregators now depend on the selected metric.

    In other words, the default aggregator applied to tickets (# Tickets, # Solved Tickets, # Agents etc.) is now COUNT.

    This improvement is available to new data sources only i.e. it will not be applied to data sources you have created previously.

     

    Kind regards

    Vincent

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