Hillary Latham

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2. Zendesk Suite Q&A
3. Number of customer replies

Are you using a ticket status of pending while waiting for a customer to reply?  If so, then you could report based on status changes. If not, you could also report on user role changes - the user ...

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• Hillary Latham
• Created February 02, 2021 17:22
• 0 votes

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3. How to display % of 2 columns?

Hey Marc, check out Results Manipulation, Result Path Calculations.  https://support.zendesk.com/hc/en-us/articles/360036324034-Calculation-types-Result-manipulation

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• Hillary Latham
• Created February 01, 2021 17:59
• 0 votes

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3. Running Total as % for Pareto Chart

Oh, I see, it's not really displaying %ages, it's display the number as a %age.  So, that was bad advice from me.  You'd actually have to figure out how to display the %age based on the total - I c...

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• Hillary Latham
• Created January 30, 2021 00:14
• 0 votes

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2. Zendesk Suite Q&A
3. Explore - Format KPI metric as text

Milton, you will need a combination of tools in Explore to build tis out.  For the coloring, the feature in Explore is under Chart Configuration > Display Format > Advanced.  This recipe talks abou...

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• Hillary Latham
• Created January 30, 2021 00:07
• 0 votes

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3. Track when and which agent updated an organization customer field

Hey Waldemar.  There isn't an option for reporting on changes to organization fields.  The datasets are all ticket related right now, so you can only report on changes to ticket fields (change and ...

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• Hillary Latham
• Created January 28, 2021 19:50
• 0 votes

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3. Drill through

Hey Tom - can you check if Drill Through is configured on the query?  I think you can use the dashboard to turn it on/off, but I think the query would also have to allow it/have it set up first.

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• Hillary Latham
• Created January 28, 2021 15:37
• 0 votes

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2. Zendesk Suite Q&A
3. Explore shows ticket create - year Years incorrect order

Sari, my only thought is to check if you have a sort on your results.  Check Results Manipulation > Sort.

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• Hillary Latham
• Created January 28, 2021 15:15
• 0 votes

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2. Zendesk Suite Q&A
3. Running Total as % for Pareto Chart

Hi Owen, after I wrote this original post, I did think of something.  Could you have two metrics, and have one display as %age: chart configuration > display format > %.  Then do a running sum on t...

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• Hillary Latham
• Created January 28, 2021 15:09
• 1 vote

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2. Zendesk Suite Q&A
3. Running Total as % for Pareto Chart

Hey Owen, you can only show 1 result path calculation per metric.  If you want to show two on the same metric, you will have to first create a duplicate copy of the metric, then add that duplicate ...

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• Hillary Latham
• Created January 26, 2021 15:55
• 0 votes

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2. Zendesk Suite Q&A
3. Explore Metric - Tickets Solved in Under 24 Business Hours

Hey Graham, if you want to create a custom metric in Explore, go to the calculations menu in a query (the calculator on the right) and choose standard calculated metric.  From there you can create ...

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• Hillary Latham
• Created January 21, 2021 22:39
• 0 votes