Gab Guinto
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Total activity311
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Last activity
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Activity overview
Latest activity by Gab Guinto-
Gab Guinto commented,
Hi Phil, Looks like there's a syntax error in the metric formula; the formula editor does not seem to recognize the attribute [Requester organization ID].I noticed too that [Requester organisation ...
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Gab Guinto commented,
Hi Hannah, You can try building custom attributes and metrics for this. You may refer to this article about Working with earliest and latest date functions. There's a sample recipe in that article ...
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Gab Guinto commented,
Hello, Yes, I agree, that makes sense. If you need the first reply time data to be sliced by when the ticket was first assigned, then instead of the solve date, you may slice the report by the attr...
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Gab Guinto commented,
Hi Romulo, I'm afraid this is not possible. There are no default attributes or metrics to identify child side conversation tickets. And, there are no ticket property or data linking the child and p...
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Gab Guinto commented,
Hi Robin, We could not tell for sure yet if this is in the roadmap. But I definitely agree, it would make more sense if the values are sorted chronologically. Hope this will be addressed soon. If y...
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Gab Guinto commented,
Hi Robert, That's right, that is currently not possible as the data that you need to report on are in separate datasets. If you can, I recommend that you also upvote and post to the product feedbac...
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Gab Guinto commented,
Hi Sigmund, If you need to report on percentage satisfaction score under the Updates history, then you may recreate the metrics in that dataset. The formula of the default Tickets dataset metrics G...
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Gab Guinto commented,
Hi Jess, I'm afraid it's currently not possible to set up a notification in the UI for when a chat session/conversation ends. This is not something that's in the roadmap, but I recommend that you s...
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Gab Guinto commented,
Hi Chris, The Account status - Equals - Offline condition statement is not applicable for sending a message to the visitor but it can work for triggers that do other things like add/remove tags, se...
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Gab Guinto commented,
Hi Bill, Users will still have to select a value from the field if you require them to select a department. And yes, you can head over to Settings > Departments to enable a group/department for Cha...