Hillary Latham
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Recent activity by Hillary Latham-
@..., I just came across this article, which has some functions that may help with #2. https://support.zendesk.com/hc/en-us/community/posts/1260802261709
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Nothing too fancy yet - just Excel. Now that Explore outputs data as built to Excel, it's easy to just cut and paste my new results into my Excel models (staffing models is mostly what I have toda...
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@... if you create a query using the Ticket Updates dataset (instead of the tickets dataset) you can filter by comments made by day (use attribute update date instead of create or solved date).
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Hey Oscar - we have a staffing model that pairs customers directly with assigned agents, so the things I look at and apply to a staffing model that we have are: # of tickets per agent (by day/week...
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Hey Manh. You can do the following to get what you started: (1) Pull in metric Tickets created - Last 7 Days into your query (2) Pull in metric Tickets created - Previous 7 days in your query (3) ...
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(1) you should be able to do this with the DATEDIFF function - what did you try that didn't work? (2) I don't know of a way to compare data from other rows in a row in Explore. With that limitatio...
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Hey Russel - I would recommend checking out Date Range Calculated metrics in metric manipulation. You should be able to code in your specific dates this way - then use your metric copies in your q...
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My agents also find this slowing them down and we use the play button often.
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Hey John - some alternative thoughts to Chris's idea, if you feel like Requester Wait Time metric might capture correctly the time you spend on tickets (depends on how granular you need to be since...
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In this post comments (https://support.zendesk.com/hc/en-us/community/posts/360048868254-Explore-Reporting-on-Latest-Update-by-Assignee-) I made a suggestion that you could create a metric that wou...