Crawford Philleo
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Last activity
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Activity overview
Latest activity by Crawford Philleo-
Crawford Philleo created a post,
Database Timeout Error on Users Endpoint
Hey there - I have a sidebar app that I've developed and noticed that recently the Users endpoint is timing out when making a request to this url: `{domain}/api/v2/users.json?role[]=agent&role[]=a...
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Crawford Philleo commented,
Hey Dave - Yes, Requester ID is there for sure, but that is different from "Requester external ID" which is what I'm hoping to use for certain applications, but does not seem to be available.
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Crawford Philleo commented,
Yeah, I checked and this is available on the Tickets data set, but not Updates history. I'm not sure if there's a reason it's unavailable, but it's super useful for my org. on the Tickets data set,...
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Crawford Philleo created a post,
Requester External ID in Updates History Dataset?
I'm not seeing [Requester external ID] as an available attribute in the Updates History data set. Am I missing it, or would it be a challenge to include it?
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Crawford Philleo created a post,
Time Spent Merging Tickets
A huge blind spot in my org's Zendesk Data is the amount of time agents are spending merging tickets. It appears that the update action that happens when an agent merges one ticket into another tic...
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Crawford Philleo created a post,
Tip: Year over Year Reporting Using "Running Year (Month)" Custom Attribute
I wanted to share some steps I came up with for reporting ticket volume in a way that allows you to see % change year-over-year by month. This requires creating custom metrics and attributes in Zen...
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Crawford Philleo created a post,
Update ticket assignee (but no Update ticket assignee ID)
As I'm building out reporting on our agent performance metrics, I'm finding it really difficult to manage agents across three of the attributes available in the Ticket Updates data sets: [Update ti...
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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...