Kerry Charlton (consultant ask Spencer)

1. Community
2. Zendesk Suite Q&A
3. WhatsApp/Messaging Agent Work Space

Felipe (Tecna) If you require routing to specific groups, based on language you need to set up brands for this requirement. For example. UK Social, DE Social etc You then associate the relevant br...

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• Kerry Charlton (consultant ask Spencer)
• Edited October 26, 2021 12:24
• 2 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. DATE_DIFF() Between 2 Custom Attributes

Derrek Jennings - This is possible, you need to create a standard calculated attribute. This is for minutes - ROUND(DATE_DIFF([ATTRIBUTE],[Ticket created - Timestamp],"nb_of_minutes")) This is for ...

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• Kerry Charlton (consultant ask Spencer)
• Created October 26, 2021 12:13
• 1 vote

1. Community
2. Feedback - Reporting and analytics (Explore)
3. DATE_DIFF() Between 2 Custom Attributes

This was possible to create in Insights, can the ETA please be expedited for the current bug so this is achievable in Explore.

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• Kerry Charlton (consultant ask Spencer)
• Created October 20, 2021 08:42
• 4 votes

1. Community
2. Zendesk Suite Q&A
3. WhatsApp/Messaging Agent Work Space

Dominic has successfully demoed a workable solution to me. The issue is occurring due to cache browser settings. Sometimes if you remove the agent from the desired WhatsApp routing group and then a...

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• Kerry Charlton (consultant ask Spencer)
• Created July 19, 2021 14:37
• 3 votes

1. Community
2. Zendesk Suite Q&A
3. WhatsApp/Messaging Agent Work Space

  There doesn't appear to be a solution, however, I am liaising with Dominic a Zendesk Technical Support Architect who is being very helpful and is currently looking into this with the product team...

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• Kerry Charlton (consultant ask Spencer)
• Created July 12, 2021 15:49
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. WhatsApp/Messaging Agent Work Space

Zendesk support suggested creating a Support Interface trigger as detailed in this article  This does not work, the Messaging tickets i.e WhatsApp are still broadcast to all agents, not the specifi...

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• Kerry Charlton (consultant ask Spencer)
• Created June 30, 2021 14:22
• -1 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Explore Datasets

Hi,      We have a requirement to review backlog tickets based on tag and organisations within a single report, I have logged a ticket and am keen to understand if it is possible to use multiple da...

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• Kerry Charlton (consultant ask Spencer)
• Created August 20, 2019 15:32
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Explore Datasets

Hi Vincent,   Yes, we would like to be able to build a report with the metrics/attributes listed.   Kind Regards Kerry

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• Kerry Charlton (consultant ask Spencer)
• Created March 26, 2019 08:53
• 0 votes