Nhia Lor
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Total activity56
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Last activity
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Member since
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Votes3
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Activity overview
Latest activity by Nhia Lor-
Nhia Lor created an article,
Why do Explore vote metrics differ from article votes?
Question How come Explore metrics from the Knowledge base dataset, for example, Article upvotes, show different figures from the current vote count on the article? Answer Explore metrics count all ...
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Nhia Lor commented,
Official comment Hi mws Thanks for taking the time to report this concern. We're currently investigate similar reports of this behaviour following a recent update to our composer in Support. In order to better tra...
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Nhia Lor commented,
Hello Radzi Thank you for your patience with us regarding this matter. Our development team has now rolled back a feature update which we identified to be causing the issues with the update times i...
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Nhia Lor created an article,
Explore recipe: Reporting on tickets with an internal comment before a public comment
What's my plan? In this Explore recipe, you'll learn how to use the ticket updates dataset to report on tickets that had had an internal agent comment update on the ticket before the first agent ...
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Nhia Lor created an article,
Why are some settings missing on the Chat dashboard for live-chat?
Question Some Chat dashboard settings are missing. Why is that? Answer Zendesk Suite accounts created after November 3, 2021 have messaging as the default experience enabled. This will exclude some...
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Nhia Lor commented,
Hey Patrick, If you're finding that the custom attribute "First Response Agent" is taking too long to load then its potentially due to the increased amount of real attribute or NULL values which ca...
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Nhia Lor commented,
Hey Iain Spirit. We'll definitely need to dive deeper into the metrics and queries you've created. I'll reach out to you internally via a ticket and we'll be happy to help take a closer look into t...
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Nhia Lor commented,
Official comment Hey Nadav, Thanks for raising this use case. You definitely raise a good point. Whilst our native SLA badge or the SLA event tracker does not currently show the remaining SLA time whilst paused. ...
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Nhia Lor created an article,
Explore recipe: Finding the agent who made the first public reply
What's my plan? In this Explore recipe, you'll learn how to use the Updates history dataset to find the first agent who performed a public comment on a ticket. What you'll need Skill level: A...
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Nhia Lor created an article,
Explore recipe: Reporting on agent reply brackets using the Updates history dataset
What's my plan? In this Explore recipe, you'll learn how to use the Updates history dataset to report on agent replies in different brackets, for example, the number of tickets with 1, 2, 3 and 4...