Amy Dee
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Total activity62
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Last activity
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Member since
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Followed by3 users
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Activity overview
Latest activity by Amy Dee-
Amy Dee commented,
Hi Nelson! This will be different depending on which first reply time you're using. For the native Zendesk ticket metric, which appears in the Tickets dataset in Explore, first reply time will be n...
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Amy Dee commented,
Hi Shelley! The answer depends a bit on which date attribute you're using. The same date range can easily return different sets of tickets as you switch between created, updated, and solved dates. ...
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Amy Dee commented,
Here's a quick epilogue for this thread, in case anyone comes across it later. We followed up through the support ticket and found the cause. A recent change on our side could lead to persistent bl...
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Amy Dee commented,
Hi Justin! That does seem odd. There aren't any known issues with Agent Workspace and this behavior (as of this comment, at least). Up front, there are a couple troubleshooting steps you can use to...
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Amy Dee created an article,
Inline images not displaying for agents in tickets
Issue symptoms Agents in the Support interface see inline images as broken links. Conditions An account has the three settings listed below. Help center is host-mapped. Attachments require authent...
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Amy Dee commented,
Hi Natalia! The pre-built Public comments metric in the Ticket Updates dataset uses this syntax: IF ([Comment present] = TRUE AND [Comment public] = TRUE) THEN [Update ID]ENDIF It counts all upda...
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Amy Dee commented,
Hi Abed! Thank you for providing these metrics! You're on the right track. The Agent replies metric in the Tickets dataset counts all public agent comments excluding ticket creation. If an agent cr...
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Amy Dee commented,
Hi Kat! The CSV and XML exports do not use date filters. They always return the full account history. If you see date filters, you should have the JSON export. Here's what it looks like: The date ...
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Amy Dee commented,
Hi CJ! This article covers the native export options for Zendesk data. The Tickets JSON export is the most thorough of the bunch -- it includes the ticket in its current state (including tags, fiel...
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Amy Dee commented,
@... - The date range filter is based on the "generated" timestamp. It's the most recent update of any kind, which may not match a ticket's "created_at" or "updated_at" timestamp. It follows the sa...