Christophe Tiraboschi
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Activity overview
Latest activity by Christophe Tiraboschi-
Christophe Tiraboschi commented,
Hi folks! Sandra de Jong,1. You could create a calculated attribute that returns the timestamp of when the ticket was assigned to this group: IF ([Changes - Field name]="group_id") AND ([Changes - ...
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Christophe Tiraboschi commented,
Hi Chris, Groups are more of a Support concept than a Guide one, so the Guide: Team Publishing dataset is not built this way.As a workaround, you can create an attribute to break agents into differ...
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Christophe Tiraboschi commented,
Hi Jullian, Triggers cannot impact the first reply time as the messages sent this way are not considered messages from agents.Only an agent's public reply can stop this metric. In the context of an...
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Christophe Tiraboschi commented,
Hi Gan, I cannot replicate this situation when I build a similar report.It is hard to say why this happens in your case without having a look at the report and its parameters. I'll reach out to you...
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Christophe Tiraboschi created an article,
Why is the "First reply time" higher than the "Full resolution time" on my Support dashboard?
Question Why is the median first reply time higher than the median full resolution time on my default Support dashboard in Explore? Answer This happens because those reports do not have the same da...
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Christophe Tiraboschi commented,
Hi Everyone, As a workaround, here is a piece of Javascript to order attachements by alphabetical order on the front-end of an article: const reorder = () => { const frag = document.createDocument...
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Christophe Tiraboschi commented,
Hi Geerten, I am going to open a ticket with you so we can investigate this further. You will receive an email shortly.
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Christophe Tiraboschi commented,
Hi Casey, I will create a ticket on your behalf so we can investigate this. Thank you for bringing this to our attention.
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Christophe Tiraboschi commented,
Hi Wakao, If by spend time, you mean the update handling time, I recommend the article below that can give ideas on how to use this metric. There is also a step by step guide in case this metric is...
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Christophe Tiraboschi commented,
Hi Trupti, This is possible. After following the recipe of the article, you can create a Group attribute with the value of the First Reply time brackets attribute to get only the 0-1h value and all...