Andrei Kamarouski

Community Moderator

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203
Last activity

October 01, 2022 11:28
Member since

April 15, 2021 15:08
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Activity overview

Latest activity by Andrei Kamarouski

Andrei Kamarouski commented, October 01, 2022 11:28
Hi Claire, Sure! It should be like this (for Support: Updates history dataset). D_COUNT(Agent comments)/SUM(Total Time) Where Total Time is defined like this (based on ZD recipe). IF ([Changes - F...
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- Andrei Kamarouski
- Created October 01, 2022 11:28
- 0 votes
Andrei Kamarouski commented, September 23, 2022 06:59
Hey, great to have this dataset finally! I am curious about Wait status attribute (compared to Ticket status). What is the main difference and use cases to use it? Andrei KamarouskiZendesk Expert, ...
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- Andrei Kamarouski
- Created September 23, 2022 06:59
- 1 vote
Andrei Kamarouski commented, September 23, 2022 06:43
Mira Amazing! I love to hear it! 😁@Max-Kristian Ferslev Heiredal Hey, yes, I started implementing this model in Explore a few months ago and see great feedback! Contact us on pythia.cc to get more ...
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- Andrei Kamarouski
- Created September 23, 2022 06:43
- 0 votes
Andrei Kamarouski commented, September 09, 2022 19:57
Hi Eugene Orman, I need your expert help =) I am using this formula to find the global average of Solved tickets in the whole Zendesk instance (it has just one single brand). I can slice the report...
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- Andrei Kamarouski
- Created September 09, 2022 19:57
- 0 votes
Andrei Kamarouski commented, July 14, 2022 10:01
Your need sounds exactly like the main driver for our Quick Buttons feature! Customizable individual list of macros for each agent. We limit it to 8 buttons because practically it is enough and fit...
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- Andrei Kamarouski
- Created July 14, 2022 10:01
- 0 votes
Andrei Kamarouski commented, July 14, 2022 09:44
Hi Emre Aktaş, let me explain. 🤓Internal comments metric does count all unique private comments in tickets (aka internal notes). Tickets updated w/ comment counts all unique tickets that have any c...
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- Andrei Kamarouski
- Edited July 14, 2022 09:44
- 0 votes
Andrei Kamarouski commented, July 14, 2022 09:42
Hi Ryan, I am not sure about your idea - could you explain, please? P.S. The emojis in our app are just placeholders helping to memorise macros behind them. You can hover on the button and see the ...
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- Andrei Kamarouski
- Created July 14, 2022 09:42
- 0 votes
Andrei Kamarouski commented, July 14, 2022 09:30
Hi Ryan! There is a solution! Our Advanced Macros app allows you to add nice buttons with specific macros assigned to them - and this is individually per agent. 🤓
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- Andrei Kamarouski
- Created July 14, 2022 09:30
- 0 votes
Andrei Kamarouski commented, July 13, 2022 06:43
Yeah... Definitely looks like an edge case that should be addressed by ZD Support and Product teams. 😅
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- Andrei Kamarouski
- Created July 13, 2022 06:43
- 0 votes
Andrei Kamarouski commented, July 12, 2022 09:45
Hey, Otilia Calinescu, Isobel Mills, Leone Winterstein and Louis A., Just want kindly make you aware that our app Advanced macros has this feature and many more like this. Be sure to try it for fre...
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- Andrei Kamarouski
- Created July 12, 2022 09:45
- 0 votes