Hillary Latham

1. Community
2. Feedback - Ticketing System (Support)
3. Provide a way to add deep or permanent links to specific comments in a Ticket

Agreed that this would be a helpful feature.  We often have agents type up summaries in tickets and root causes - these posts are long and often needed in long tickets (with 20+, 50+ posts) so it w...

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• Hillary Latham
• Created February 09, 2021 16:27
• 3 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Please Move Notifications off of the Play button

My agents also find this slowing them down and we use the play button often.

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• Hillary Latham
• Created April 21, 2021 21:41
• 2 votes

1. Community
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

1. Community
2. Zendesk Suite Q&A
3. Solved tickets // Insight vs Explore discrepancies

So what you are plotting is the number of tickets solved on the date the ticket was created.  So you are only seeing tickets solved on the same date they were created. Your graph won't show tickets...

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• Hillary Latham
• Created February 05, 2021 16:07
• 1 vote

1. Community
2. Zendesk Suite Q&A
3. Which BI tools/platforms do you use with Zendesk for reporting

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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• Hillary Latham
• Created April 26, 2021 20:50
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Staff member lost ticket assignments of solved tickets.

Hey Oscar - I have two thoughts. (1) If you have Explore, you could write a query using the Ticket Updates dataset.  Use the "changes" attributes to select the status and assignee fields and new va...

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• Hillary Latham
• Created May 28, 2021 14:07
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Duration hours for ticket id for respective group

I would LOVE to be able to do this type of thing in Explore!  We have several ways tickets are escalated to various teams and have back and forth with those teams and customer facing teams.  It wou...

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• Hillary Latham
• Created February 05, 2021 16:09
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Explore "Flaw"

Hey Melony - you don't have to enter it on each tab.  If you share the filters across tabs, then what you enter as a date on one will be the filter on the other tabs.  You do have to include the fi...

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• Hillary Latham
• Created February 24, 2021 00:18
• 0 votes

1. Community
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

1. Community
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