Hannah Meier

Hello Victor, 
You can certainly use CSAT for Messaging channels, such as WhatsApp. 
Please refer to the About CSAT ratings in Messaging article for more information on what this looks like and how to set it up:
https://support.zendesk.com/hc/en-us/articles/4408832620570-About-CSAT-ratings-in-messaging

Question

Why did my data change for dates in the past?

Each time I look at a report for a time period in the past, the data changes. For example, for the period of last month, the report showed a first reply time of 10 hours. A week later, the same report showed a first reply time of 9.7 hours. Why is this?

Answer

There are many reasons why past data may change over time:

• This is particularly true if the data is sorted by the date a ticket is solved. When an older ticket finally gets solved, replied to, or given a satisfaction rating, that data will show up on past dates in the report.
• Data can also change when a solved ticket is re-opened. This impacts the number of solved tickets or full resolution time. For example, if a ticket is reopened and resolved during the time you last saw the report, the report will reflect the new time for solving that ticket.
• Additionally, on a ticket, the first reply time target of SLAs does not start until the ticket gets a first public comment from an end user. Your first reply time average can change for this reason. For more information, see this article: Zendesk SLAs and first reply time

Question

Why does the Backlog dataset only show Backlog recorded - Hour as 23?

Answer

Because backlog data is captured on a per-day basis, it cannot be segmented hourly. The Backlog recorded - Hour is listed as 23 because data is captured daily between 11 pm, 12 am, or 1 am depending on factors like Daylight Saving Time (DST). 

For more information, see the article: Analyzing your ticket backlog history with Explore.

Hello @...,

You can do this by changing the last part of the formula, which formats the date. For example, if you want this formula to show the year and week number, you can change the formula to this:

IF (VALUE(First reply time (min))!=NULL)
THEN DATE_FORMAT(DATE_FROM_TIMESTAMP(DATE_TO_TIMESTAMP([Ticket created - Timestamp])+VALUE(First reply time (min))*60),"ww yyyy")
ELSE "-" 
ENDIF

Here is a link to an article that describes the values you can use in the DATE_FORMAT() function:

• Formatting Dates

Hello @...,

As discussed previously, the "reset" button on the bookmarks is working as designed. The "reset" button on a bookmark resets all filters so that they no longer impact any dashboard filters. If you have hidden filters that you wish to always be active, then I'd recommend that you hide the "reset" button on your bookmark widgets. 

If you want a tab at the front of the dashboard that filters all other tabs on your dashboard, you can do this by making sure you place the same exact filters on each tab of the dashboard (hiding them is you don't want them to be visible) and making sure you have the "do not share across tab" box (mentioned by Jacob above) unchecked.