Rosie B.
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Recent activity by Rosie B.-
Hello Sierra, I understand the significance of reporting side conversation tickets for you. Regrettably, there isn't a standalone dataset currently available for side conversations in Zendesk Expl...
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Hello Agis, This is actually a good advanced options in formatting. But it doesn't sound like this functionality is currently on our roadmap. Can you please share your feedback in our Community? S...
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Hello James, If you are able to used the Call Duration (Sum) in your metrics, are you also able to drill it down to Call direction to see the duration call for Outbound? See example report below f...
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Hello Shivani, Apologies to hear as you are seeing incorrect data of your FRT. But the First reply time metric can be used with Tickets dataset, not the Updates dataset. Please note that the First...
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Hello Mike, Currently this is part of our limitation as stated here: https://support.zendesk.com/hc/en-us/articles/4408822351642-Limitations-in-messaging-functionality. For now, we recommend to r...
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Hi Carmelo, Thank you so much for your comprehensive feedback and reasoning. Also for taking your time to share all this information with us. Our product team have been informed and they will cont...
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Hi Jose, Apologies as the formula doesn't match with screenshot. We will feedback this to our documentation team clear on this. The two have different aspects in terms of a customer's call experi...
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Hi Amy, There's no native metrics to measure the time between a customer leaving a voicemail message and the agent returning the call within Zendesk Talk. To achieve this, you may do the following...
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Hello Vanessa, Thank you for patiently waiting. As you are pointing out the specific hours, you needed it on different days (ie: Monday 12am to 1am only) it will require a bit more customization ...
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Hello Caitlin, Those who were not Transferred to agent could have drops by the customer. Sometimes, a customer might choose not to proceed with creating a ticket after interacting with the Answer ...