Sarah-C
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Activity overview
Latest activity by Sarah-C-
Sarah C created an article,
Explore recipe: Tracking metrics for child tickets based on the parent ticket ID
This recipe will help you track metrics for child tickets created through side conversations. It requires that you use the default external ID for child tickets in side conversations. This recipe...
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Sarah C created an article,
Explore recipe: Tickets with public agent comments
In this Explore recipe, you'll learn to create a report that shows all tickets with public agent comments. You can use this report to identify tickets where your agents have replied to customers....
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Sarah C created an article,
Service Incident - January 2, 2024 - Support | Z Bot - Some customers unable to connect to Z Bot
SUMMARY 16:52 UTC | 08:52 PT After some investigation we have determined that there is no impact to the Zendesk Z Bot Widget used to contact Zendesk Support and we are disabling the web form failo...
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Sarah C created an article,
Explore recipe: Reporting on the number of reopened tickets by end users
In this recipe, you'll learn how to create a report that shows the number of tickets reopened and filter by the role of the updater. This can be useful to filter out tickets that were reopened by...
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Sarah C commented,
Hi Ulises,In Explore, the call completion status is pulled from the completion_status from an Incremental calls export. In theory, you could create a webhook to fire to a custom app to check the ti...
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Sarah C created an article,
Explore recipe: Creating a stepped trend line
In this Explore recipe, you'll learn how to create a report with a stepped trend line. You can manually set the trend line to show your goals with an increasing value over months. This recipe con...
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Sarah C created an article,
Service Incident - October 10, 2023 - Multiple Products | Multiple Pods - Zendesk Access Errors
SUMMARY On October 10, 2023 from 19:07 UTC to 19:38 UTC], Zendesk customers on multiple pods experienced page not loading and "A server error occurred while processing your request" / "502 Bad Ga...
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Sarah C created an article,
Service Incident - July 19, 2023 - Explore | US Pods - "Calculation has a wrongly configured formula" Error
SUMMARY On July 19, 2023 from 15:10 UTC to 18:37 UTC, a small subset of Explore customers based in US Pods/shards experienced seeing the error "Calculation has a wrongly configured formula" when tr...
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Sarah C created an article,
Service Incident - July 18, 2023 - Explore, Support, Admin Center | All Pods - Multiple features degraded
Summary On July 18, 2023 from 14:17 UTC to 16:57 UTC, customers using Zendesk Explore, Support and Admin Center across multiple Pods experienced multiple outage/degradation symptoms at different ti...
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Sarah C created an article,
How does Zendesk record its business hour metrics?
Question How does Zendesk record its business hour metrics? Answer Zendesk has two different types of native metrics. Multi-event metrics. Multi-event metrics are based on ticket status and record...