Elaine
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Total activity86
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Last activity
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Activity overview
Latest activity by Elaine-
Elaine commented,
Hi Whitney, The two metrics you mentioned are being calculated from the end-user's perspective. They both refer to the time it takes the end-user to wait for their call to be picked up by an agent ...
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Elaine commented,
Hi Joshua, To create the report In Zendesk Explore, click the report icon. In the Reports library, click the New report button. On the Select a dataset page, click Support > Support - Tickets, the...
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Elaine commented,
Hi Laura, The reason why you're seeing the robot model labels together with the month is that you have added the Robot Models - Group attribute together with the Views - Month in the Columns sectio...
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Elaine commented,
Hi Junhui, If you are currently not using any support web form or the web widget from your help center, then yes, it is safe to say that tickets showing "via System" in Support and showing "Web" in...
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Elaine commented,
Hi Luciano, It looks like you're trying to see the time a ticket spends on certain ticket statuses (On-hold, Pending, Open). You can use this Explore recipe: Reporting on the duration of fields - C...
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Elaine commented,
Hi Bertille, I would like to take a closer look at how you're creating the metrics from the article Time Tracking app: Metrics you need to be measuring in Explore so I can assist you further with w...
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Elaine commented,
Hi Martin, Once you're done with configuring Explore dashboard sharing permissions and adding the tag explore to specific end-users, you should be able to locate specific end-users from specific or...
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Elaine commented,
Hi Travis, It is normal behavior in Explore to only show the first 100 values in any attribute's list of values if it has more than 100 values. In order for you to see the other values, you will ne...
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Elaine commented,
Hi Alberto, A Service Level Agreement, or an SLA policy, is an agreed-upon measure of the response and resolution times that your support team delivers to your customers. It is also a contract betw...
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Elaine commented,
Hi Joshua, Unfortunately, it is not possible to convert one type of custom field to another once it has been saved in Zendesk. You can check the article Adding custom fields to your tickets and sup...