Crawford Philleo
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Last activity
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Activity overview
Latest activity by Crawford Philleo-
Crawford Philleo created a post,
First Reply Time and Merging
Zendesk's "First Reply Time" metric on the Tickets data sets calculates the time from creation to the first public comment by an agent. However, if an agent merges a ticket (and does so with a publ...
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Crawford Philleo commented,
Should START_OF_WEEK_ISO (and END_OF_WEEK) be returning the start/end of the week based on your account settings? I think this is pulling back Sundays and Saturdays respectively for our account, bu...
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Crawford Philleo commented,
Hey there - I'm having a tough time getting the ATTRIBUTE_FIX function to load metrics consistently on queries in the Ticket Updates data set. I thought this could be useful to build a metric have...
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Crawford Philleo commented,
Hello - I followed the steps here, but I'm not getting 100% the results I'm looking for in in my query results. I built a custom metric to show me the the number of tickets that are moved from a s...
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Crawford Philleo commented,
Hello - when linking data filters between data sets on a dashboard, is it required to link them from both filter widgets, or do you only need to do it for one of them? For example, if I have a "Sub...
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Crawford Philleo commented,
Hello - I'm interested in setting up a metric like this, that would show you the 7-day rolling average of tickets. Looking at the suggestion in this thread, I'm super confused - wouldn't adding a d...
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Crawford Philleo commented,
+1 for this feature to be available. Are there any plans to actually implement and/or timing someone could share?Thanks!
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Crawford Philleo commented,
Hey there, I'm experimenting with the DATE_FIRST_FIX function and finding that I get very different results if I use "Ticket Solved" as my date filter in the query (rather than Ticket Created date,...
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Crawford Philleo commented,
I'm wondering if there is a way to get the (Agent Replies) metric on the Tickets data set to reflect only public comments by agents that do not contain a specific string. I'm noticing that this met...