CS Agent

Hi Chandra,

I've known the difference. In the Path of "on a row" selected, it will calculate % off all rows. It means if my report has the filter by months (as screenshot), it will calculate % of total 9 rows. In this case, just follow your latest instruction with selecting the Path of "On specified attribute", it will calculate by right attribute I want :)

May I ask 1 more question for this report? In some months, all the tickets we replied below 24hrs, as the result report will not show the row ">24 hrs" accordingly. Is there any way to config to show all value of "FRT brackets", include the value = 0 (>24hrs)?

Hi Chandra, 

I've followed your instruction, however the result does not seem as I expected: total does not equal 100%. Note: I have added some filters to exclude some tickets, does it impact to the result?

Hi all, 

I've built a report with metric & attribute as attached image.

As the result, report will show bracket for FRT in 1 month as below example:

Is there any way to convert number of tickets into bracket percentage like this:

I would like to count incoming ticket by specific time with formula as below:

- #Incoming ticket daily = total ticket of previous date from 17:00-23:59 + total ticket of current date from 00:00 to 16:59

Is there any way to create the report as requirement ?

Hi @...,

May I ask if my requirement is filter the ticket tag contain "bug" , e.g.  "xbugabc". Which formula fits?

My report works now. Thanks Chandra a lot :)

When having new bug reported by user, we require Agent use new tag with format "bugDDMMYY", e.g in 12 Jun 2021, all the tickets which users report bug will add "bug120621" tag.

I created a report to track number of bug by tag as link: https://prnt.sc/154qny1

And when new bug reported, I have to manually add more new ticket tag like image below
https://v2uploads.zopim.io/2/5/a/25a9y1btM6rnjyOk0tRGQ8B9XMnqKAEG/d09b48fa8bb98e0875a3237085b3071144211dd0.png

Is there any ways to build the report could be updated new defined tags automatically without adding manually like above?

I need to create virtual email data for training purpose in Zendesk Support/sandbox (~1k email). I tried using script to send email on behalf my private gmail account, however there is limitation on sending (50 email/24 hours). Is there any ways to send email in bulk to Zendesk with bigger/no limitation ?