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SISTEMA

Joined Apr 16, 2021

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Last activity May 22, 2024

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ACTIVITY OVERVIEW

Latest activity by SISTEMA

SISTEMA commented,

Community comment Feedback - Reporting and analytics (Explore)

We can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings. As we get the data from the API we can include ticket notes aswel and grups filter.

Here’s an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

View comment · Posted Jan 03, 2023 · SISTEMA

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SISTEMA commented,

Community comment Feedback - Reporting and analytics (Explore)

If anyone is interested in this feature we can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings. As we get the data from the API we can include ticket notes aswel.

Here’s an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

View comment · Posted Dec 20, 2022 · SISTEMA

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SISTEMA commented,

Community comment Feedback - Reporting and analytics (Explore)

If anyone is interested in this feature we can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings.

Here there's an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

View comment · Posted Dec 15, 2022 · SISTEMA

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SISTEMA commented,

Community comment Developer - Zendesk APIs

You can get the full list in the dropdown "Time zone" when you try to add a new Schedule inm Admin Center. The url access should be like:

https://.zendesk.com/admin/objects-rules/rules/schedules.

Yoi can inspect the website and locate in the html code all the values. All of them are GMT related.

View comment · Posted Dec 15, 2022 · SISTEMA

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SISTEMA commented,

Community comment Feedback - Reporting and analytics (Explore)

We can create custom real-time reports integrated in Zendesk using Zendesk API even crossing any data set, including search, column sorting, excel download or excel periodic mailings.

Here there's an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

 

View comment · Posted Dec 15, 2022 · SISTEMA

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SISTEMA commented,

Community comment Feedback - Reporting and analytics (Explore)

We can not make a custom dashboard via API without cost, our work has a value. If you are stil interested we can define the details.

View comment · Posted Dec 15, 2022 · SISTEMA

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SISTEMA commented,

Community comment Feedback - Reporting and analytics (Explore)

If anyone is interested in this feature we can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings.

Here’s an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

View comment · Posted Dec 14, 2022 · SISTEMA

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SISTEMA commented,

Community comment Q&A - Reporting and analytics

Hi,

Your formulas indexes are wrong. Using SUBSTR with example date "2022-11-21T15:19:18":

SUBSTR(DS Outbound call time), 0,4) with this one you get "2022" (year)

SUBSTR(DS Outbound call time), 5,7) with this one you get "11" (month)

SUBSTR(DS Outbound call time), 8,10) with this one you get "21" (day)

SUBSTR(DS Outbound call time), 11,13) with this one you get "15" (hour)

SUBSTR(DS Outbound call time), 14,16) with this one you get "19" (minute)

SUBSTR(DS Outbound call time), 17,19) with this one you get "18" (second)

 

 

View comment · Posted Dec 01, 2022 · SISTEMA

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SISTEMA commented,

Community comment Q&A - Reporting and analytics

Hi,

Yoi can convert it first to Date with:

DATE(_year,_month,_day,_hour,_minute,_second)

And then convert it to Timestamp with:

DATE_TO_TIMESTAMP(_date)

To get the "year", "month", "day", "hour", "minute" and "seconds" you can play with the text functions FIND (to find index to chars '-' or 'T' or ':') , RIGHTPART and LEFTPART to trim the text.

Details on text functions:

https://support.zendesk.com/hc/en-us/articles/4408834558746-Explore-functions-reference#topic_l1t_plf_dhb

 

 

View comment · Posted Dec 01, 2022 · SISTEMA

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SISTEMA commented,

Community comment Feedback - Chat and Messaging (Chat)

Hi Mick,

We missed the reply, sorry. Yes, that is the feature that we had in mind. Our agents noticed it would be very helpful when they receive multiple questions in a row during a chat. This feature would make the answers clearer and would save our agents the time to refer to a specific question when answering. 

 

Thanks for taking the feedback into consideration, we'll keep an eye to any early test.

regards,

View comment · Posted May 05, 2022 · SISTEMA

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