Taylor Bowser

1. Community
2. Zendesk Suite Q&A
3. Custom metric showing changes in a ticket field

Hi @...,  Unfortunately, role_id is not a reportable value for the changes - field name attribute at this time. I recommend posting in our Explore Product Feedback Community!  Best, 

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• Taylor Bowser
• Created February 12, 2021 19:15
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Custom metric showing changes in a ticket field

Hi @...,  This one is doable! You'll want to adjust the formula to match the following.  IF ([Changes - Field name] = "brand_id" AND[Changes - Previous value] = "301432" AND[Changes - New value] = ...

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• Taylor Bowser
• Created February 17, 2021 16:18
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Custom metric showing changes in a ticket field

Hi @...,  Can you double check that you're using the Support: Ticket Updates dataset when building this custom metric?  Best, 

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• Taylor Bowser
• Created February 19, 2021 16:41
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Using date range calculated metric in a standard calculated metric

Hi Thibault,  Thanks for reaching out! It sounds like you would only need to create a date range calculated metric and choose the AVG aggregator to find this data.    Your second metric isn't need...

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• Taylor Bowser
• Created January 15, 2021 18:33
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Explore Chat Metrics - Individual Agent Reporting

Hi Victoria! Luckily, we just rolled out an update that means the Engagement First Response Time and Engagement Duration will track timing that begins when agent engagement starts. Prior to that da...

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• Taylor Bowser
• Created August 27, 2019 14:35
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Reporting on organisation data

Hi Pete,  Thanks for reaching out! You can report on organization data without adding any ticket metrics to your report. Here is a quick example using the Support: Tickets dataset along with two cu...

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• Taylor Bowser
• Created September 08, 2020 21:17
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Count updates on specific custom field

Hi Jessica,  Thanks for reaching out! Can you try adding a filter for Changes - Field Name = "ACD Anzahl Outboundcalls" to see if the error persists? Although this may seem redundant since it's men...

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• Taylor Bowser
• Created January 22, 2021 19:39
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Average and Median Number of Tickets Created per Hour

Hi Pam,  There is actually a default metric within the Support: Tickets dataset that calculates the daily average of tickets created:    This will return a single value reflecting the average acro...

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• Taylor Bowser
• Created September 25, 2020 20:55
• 0 votes

1. Chat
2. ...
3. Reporting for Chat
4. Monitoring real-time chat metrics

Hi @...,  Chat wait time is defined as the following:  The time the end user waited for the first reply from an agent. If no agent replies, then this returns the total time the end user waited bef...

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• Taylor Bowser
• Created February 12, 2021 23:14
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Instagram Story Replies not logged as tickets

Hi Ronen and Esteban👋 Thanks for reaching out in the Community!  Story replies should create tickets within Zendesk via the Instagram Direct channel. I've opened a ticket for each of you so our tea...

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• Taylor Bowser
• Created September 15, 2021 21:24
• 0 votes