Amy Dee
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Total activity68
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Last activity
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Member since
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Following0 users
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Followed by3 users
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Activity overview
Latest activity by Amy Dee-
Amy Dee commented,
Hi CJ Johnson - Thanks for following up! There may be a misunderstanding here, so I want to clarify a couple points. This isn't a recent change in behavior. This is how the account JSON exports ha...
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Amy Dee commented,
To Aleksandar Salevski - the JSON export tool uses NDJSON, or "Newline Delimited JSON" format. This format returns a series of standalone JSON objects separated by line breaks. It's optimized for s...
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Amy Dee commented,
Hi Jonas! Hi Alexandre! The SLA badge is designed to help agents prioritize their work in real time. It's important for the badge to be on the same scale for all tickets, so agents can tell which ...
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Amy Dee created an article,
Explore recipe: Creating alternate SLA metrics
There are some rare cases where SLAs have accurate metric data but are saved in the wrong status. For example, this can happen when an existing schedule is changed. Any tickets that were active ...
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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...