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Owen Greenberg
Joined Apr 15, 2021
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Last activity Nov 19, 2024
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Latest activity by Owen Greenberg
Owen Greenberg commented,
Walter Bellante Thanks for the reply. I'm not sure this helps, but if it would be easier from a flexbox/grid standpoint to just implement overlapping as having solely a “front layer” and a “back layer” with a separate grid, we'd certainly take that!
I'd like to request two other minor features as well that should be easier to integrate into the new paradigm:
- The ability to, from the widget configuration panel, hide the bottom-left element on widgets that shows what dataset they're from (which in larger exported reports becomes excessive visual clutter):
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- The ability to show on time filters the exact dates, even when picking options like “last month", like in the legacy builder (pic below). This is very nice to have for exports, so people can quickly reference what e.g. “last month” means in an old scheduled export file.
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Thanks again for replying so quickly on this!
View comment · Posted Nov 19, 2024 · Owen Greenberg
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Owen Greenberg commented,
The following issues are hard-preventions of transitioning our dashboards:
- Hidden filters are a must. We have scheduled reports using large numbers of widgets that are mass-reconfigured for events using this feature. If need be, the ability to place widgets on top of each other to manually hide a filter below something else would be a suitable workaround.
- Overlapping and exactly-placed widgets are a must. We visually condense large amounts of information & increase readability on our reports by using overlapping and exactly-placed widgets that are not meant to respond to changes of screen size. We also use Explore to generate reports in specifically-requested formats (e.g., “duplicate this report from a different software”) and presentation slides.
- Similarly to the above, some replacement for shapes/images is a must to organize our dashboards and fulfill requested data presentation formats.
- Like others here, we require PDF/PNG export, but I'm happy to see that's being addressed as an EOY item. Thank you for this.
We're currently looking at a substantial decrease in capability compared to our existing dashboards, even after completely manually rebuilding them.
View comment · Posted Nov 18, 2024 · Owen Greenberg
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Owen Greenberg commented,
Also interested in this, and I'd like to intersperse them among my other metrics instead of just having them at the end of all my tables as well.
If you're really careful to navigate buggy behaviours, you can do this by making standard calculated metrics for them by just putting the metrics with aggregators in the calculation, but as far as I know this is discouraged and very often makes other columns misbehave because of how the queries work (…which you can then bypass sometimes with “Compute separately”).
Would be a lot easier if the result metric calculations just appeared (in a different colour or something, maybe) in the list of metrics on the left panel! Then we could drag them in any order we want.
View comment · Edited Sep 24, 2024 · Owen Greenberg
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Owen Greenberg commented,
Previously, if a field value for a custom ticket field is deleted from the dropdown options for that field, a closed ticket still maintains the old field value, which is useful for reporting purposes. Is there any plan to change this, given that the behaviour is different in non-closed tickets?
Similarly, in a closed ticket, if a tag is added or removed that has an associated field value, does the field value change as well to reflect it, or would that then be discrepant?
View comment · Edited Sep 17, 2024 · Owen Greenberg
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Owen Greenberg created a post,
Hi team,
Can we get Ticket Tags added to the Chat Engagements dataset, the same way they're in the Calls and Tickets datasets?
Here's a use case: we report on mandatory field values of the ticket for all chats. Sometimes, however, a user closes the ticket without using these mandatory field values by merging the ticket into another ticket. Now we don't have some info about that chat. While still using the chats dataset, I'd like to be able to have that explanatory power for why the mandatory field was blank.
Even that use case aside, though, there are many, many reporting issues where the answer given is "this will let you add a tag to the ticket whenever that happens". If we can't access the ticket tags from the Chats dataset, none of those solutions work.
Thanks!
Posted Sep 21, 2021 · Owen Greenberg
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Owen Greenberg created a post,
Hi team. I see you have "UPPERCASE()" and "LOWERCASE()" functions available for custom attributes and metrics in Explore, but not "TITLECASE()". I'd like to turn `text THAT IS like this` into `Text That Is Like This`. Without a TITLECASE() function, iteration, or loops, this is a very tricky problem. Can you please add a TITLECASE function?
Posted Aug 10, 2021 · Owen Greenberg
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Owen Greenberg commented,
Thanks RJ. I came to the same conclusion on my side, but wanted to be sure before I submitted a feedback post. Unfortunately, in this case, my Attribute 2 values are different depending on what Attribute 1 is because it's a dropdown hierarchy, so putting it in columns like that wouldn't help me. It's definitely a good idea, though.
I'm going to leave this open for a while in case anyone else has any input before I put in the feedback post, just in case there's any official response or other ideas.
View comment · Posted Mar 22, 2021 · Owen Greenberg
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Owen Greenberg created a post,
Hi all,
In a "Table" visualization, I'd like to be able to sort multiple attributes by a metric in a way that preserves their groupings. I've been trying every possible sort I can think of, but I can't figure out how to do this.
For example, imagine I have 2 attributes: Attribute 1 {A,B} and Attribute 2 {X,Y}. I'd like to be able to sort them so the table looks like this:
| Attribute 1 | Attribute 2 | Metric |
|-------------|-------------|--------|
| B | Y | 32 |
| |-------------|--------|
| | X | 12 |
|-------------|-------------|--------|
| A | X | 17 |
| |-------------|--------|
| | Y | 3 |
|-------------|-------------|--------|
Some things of note here:
- B is sorted above A because 32+12 is greater than 17+3.
- B.Y is sorted above B.X because 32 is greater than 12, and A.X is sorted above A.Y because 17 is greater than 3.
- A.X is not sorted above B.X even though 17 is greater than 12, because B is already sorted above A (per point 1).
This is trivial with a pivot table in Excel (and you can even sort each row with entirely separate value criteria), but here in Zendesk, if you sort by value descending, you would always split up A and B in that example (because A.X gets sorted above B.X).
Is there a way to do this simple hierarchy-preserving sort with Zendesk tables, or do I have to export and manipulate outside of Zendesk to get this result?
Posted Mar 17, 2021 · Owen Greenberg
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Owen Greenberg created a post,
Hi all,
Most RegExp implementations nowadays allow "\K" to reset the match and continue from a certain point - essentially a way to allow lookbehinds that aren't fixed length. However, using this seems to always cause queries to fail (and they don't if I remove the \K), so I have to assume it's not implemented! I'd like to see the RegExp implementation updated to allow these types of newfangled sequences. After all, one support article suggests to look at Rubular for support with RegExp, and Rubular supports \K!
Here's an example use case for \K:
Let's say I have some data in the form "Text::More Text::Even More Text::Etc" and I want to grab "MoreText" from this. But I also want to ensure that I can still grab it if my data is presented as just "Text::MoreText", so I can't solve this with a find function! How do I do this? Well, ideally, with an attribute that looks like this:
REGEXP_EXTRACT([Data],"^[\w\s]+(?:::)\K[\w\s]+")
\K resets the match, so I can still specify that it starts with "^[\w\s]+(?:::)", but then match "[\w\s]+" afterward.
Now, I'm not the strongest at RegExp, so there may be other workarounds to this problem, but it sure would be nice to have an updated implementation to allow us to handle situations this easily!
Posted Feb 17, 2021 · Owen Greenberg
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Owen Greenberg commented,
Hi Adrian,
Have you tried making a new metric for tickets solved within 7 days? It should look something like this:
IF (DATE_DIFF([Ticket solved - Date],[Ticket created - Date],"day") <= 7) THEN [Ticket ID] ENDIF
From there you can follow Stephen's instructions from step 5 to divide this by the total ticket count and display as a percentage.
Note that this shows tickets solved within 7 days of creation - I'm not sure if you want this or how many tickets still remained unsolved at the end of a given week.
If you want the latter, I'll go back to the drawing board - I think it's still not that bad using one of the WEEK_NUMBER formulas depending on when your date starts - but I wanted to check if this is what you needed first!
View comment · Posted Jan 29, 2021 · Owen Greenberg
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