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Shannon Kertis
Joined Apr 16, 2021
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Last activity Feb 16, 2024
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Latest activity by Shannon Kertis
Shannon Kertis commented,
I do see you submitted a Support request regarding this issue so please be on the lookout for my reply so we can work more closely together getting this set up for you. Talk to you soon!
View comment · Edited Feb 16, 2024 · Shannon Kertis
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Shannon Kertis commented,
View comment · Posted Aug 30, 2023 · Shannon Kertis
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Shannon Kertis created an article,
Question
I recently created a new trial account, can I deactivate the Zendesk Agent Workspace?
Answer
No, the Zendesk Agent Workspace cannot be deactivated on new accounts created after July 12, 2023. Accounts that were created after this date won't have the option to deactivate Agent Workspaces.
For more information, see the article: Activating and deactivating the Zendesk Agent Workspace.
Edited Nov 02, 2023 · Shannon Kertis
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Shannon Kertis commented,
View comment · Edited Jun 30, 2023 · Shannon Kertis
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Shannon Kertis created an article,
This Explore recipe shows you how to report on the initial priority of a ticket. Even if the ticket's priority was later changed or downgraded, you can still report on the first priority value that was set on the ticket.
What you'll need
Skill level: Easy
Time required: 5 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving users access to Explore)
- Ticket data in Zendesk Support
Building your report
In the example report below, you'll create a standard calculated metric that returns tickets that have had an initial priority set. You'll then filter the results by the value of priority field to find tickets that originated in the Urgent priority.
This is helpful if you want to track the number of urgent tickets received in a given time period, regardless of whether an agent or end user downgraded the ticket later on.
To create the report
- In Explore, click the reports (
) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support - Updates history, then click Start report. The report builder opens.
-
In the Calculations (
) menu, click Standard calculated metric.
- In the Name field, enter a name for your metric, such as Initial Priority.
-
In the Formula editor, enter or paste the following:
IF ([Changes - Field name]="priority" AND [Changes - Previous value]=NULL) THEN [Update ID] ENDIF
Your standard calculated metric will look like the following image: - Click Save.
- In the Metrics pane, add the standard calculated metric you just created and click Apply.
- Change the metric aggregator to D_COUNT. This shows you the number of tickets that have had an initial priority set.
- In the Filters pane, add Changes - Field name and filter that attribute by the priority value. This improves the load time of your report by limiting the results of the next step to the Priority field.
- In the Rows pane, add the following attributes:
- Ticket ID
- Changes - New value
- Click the Changes - New value attribute you just added and filter it by the urgent value.
- Add a metric filter and set it to 1.
The report is now complete and shows only the tickets that started in the urgent priority.
Edited Jun 21, 2024 · Shannon Kertis
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Shannon Kertis created an article,
Question
Can I report on the number of tickets with attachments in Explore?
Answer
No, there isn't a metric or attribute in Explore that captures ticket attachment data.
You can download ticket attachments for individual tickets, or perform a JSON ticket export that includes ticket attachment links. For more information, see the article: How can I download all attachments in a ticket?
Edited Jun 28, 2023 · Shannon Kertis
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Shannon Kertis created an article,
Question
I have an Explore report that I want to share with people by email. How can I automatically email my reports?
Answer
To send automatic emails of your reports, add the report to a dashboard and schedule dashboard deliveries. When dashboard deliveries are scheduled, Zendesk automatically emails the latest version of your report to users.
explore
to the end-user profile.For more information, see the article: Scheduling dashboard deliveries.
Edited Jul 19, 2023 · Shannon Kertis
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Shannon Kertis commented,
View comment · Posted Jun 07, 2023 · Shannon Kertis
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Shannon Kertis created an article,
Question
Why are my numeric ticket fields doubling or showing higher values than they should in my Explore report?
Answer
If you build a report using the Updates history dataset and the SUM
metric is applied, this can count the same ticket value more than once. Use the Tickets dataset instead for this type of report.
For more information, see these articles:
Edited Jul 21, 2023 · Shannon Kertis
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Shannon Kertis created an article,
Issue symptoms
I'm missing custom datasets and dashboards in my Explore account.
Resolution steps
A Suite Professional, or Explore Professional plan and above is required to have access to custom Explore reporting. If you don't meet the plan level requirements you will only see the default datasets and dashboards.
For more information, see these articles:
Edited Jun 06, 2023 · Shannon Kertis
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