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Shannon Kertis

Joined Apr 16, 2021

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Last activity Feb 16, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Shannon Kertis

Shannon Kertis commented,

CommentSetting up and using Text
Hey Danielle! Thanks for your comment. You can indeed test SMS functionality while trialing Zendesk Talk. Apologies, this information was not more clear in our Talk documentation and we appreciate the video idea feedback! 
 
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,

Comment如何管理社交消息传送渠道
Hi Jinmu! Thanks for letting us know! A fix for the links has been queued. 

View comment · Posted Aug 30, 2023 · Shannon Kertis

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Shannon Kertis created an article,

ArticleHelp with support and ticketing

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,

CommentHow to get help with phone call problems in Talk
Hey Jahn! Good question. When placing outbound calls from an end-user's profile, the Talk number used defaults to the last line used by the agent. More details here: Making outbound calls. Have your agents select the line within the Talk console first before placing the call. Hope that helps! 

View comment · Edited Jun 30, 2023 · Shannon Kertis

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Shannon Kertis created an article,

ArticleExplore recipes

Available on Suite Professional plans and above Available on Explore Professional plans and above

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

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

  1. In Explore, click the reports () icon.
  2. In the Reports library, click New report.
  3. On the Select a dataset page, click SupportUpdates history, then click Start report. The report builder opens. 
  4. In the Calculations () menu, click Standard calculated metric.
  5. In the Name field, enter a name for your metric, such as Initial Priority.
  6. 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:
    initial_prioirty
  7. Click Save.
  8. In the Metrics pane, add the standard calculated metric you just created and click Apply.
  9. Change the metric aggregator to D_COUNT. This shows you the number of tickets that have had an initial priority set.
  10. 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.
  11. In the Rows pane, add the following attributes:
    • Ticket ID
    • Changes - New value
  12. Click the Changes - New value attribute you just added and filter it by the urgent value.
  13. 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.

urgent.png

Edited Jun 21, 2024 · Shannon Kertis

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Shannon Kertis created an article,

ArticleHelp with reporting and analytics

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,

ArticleHelp with reporting and analytics

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. 

scheduled_dashboard.png
Note: You can share dashboards with end users on Explore Enterprise. To enable sharing, add the user tag 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,

CommentManaging Talk
Hi Nick! I created a Support ticket on your behalf for some additional troubleshooting. See you there! 

View comment · Posted Jun 07, 2023 · Shannon Kertis

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Shannon Kertis created an article,

ArticleHelp with reporting and analytics

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,

ArticleHelp with reporting and analytics

Issue symptoms

I'm missing custom datasets and dashboards in my Explore account. 

explore data sets

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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