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bctsupport

Joined Apr 16, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by bctsupport

bctsupport commented,

Community comment Feedback - Reporting and analytics (Explore)

Agree to all above and I appreciate the difficulty of adding versioning or detailed undo. But 'revert to published version' should not be extremely hard and would help a bunch of us

View comment · Posted Mar 31, 2021 · bctsupport

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bctsupport commented,

CommentMeasuring success

Hi, 

I'm sorry I didn't respond any sooner, I hoped it was just incidental.

But I just ran into this issue again. There's a ticket that has been closed in Nov 2020. According to Explore it still has one active SLA: Pausable Update Time. 
I use a metric called D_COUNT(Active SLA tickets) and selected 'Status of SLA target' to be null (this is also how I found some tickets that an agent created on behalf of the customer which didn't get any SLA targets).

 

View comment · Posted Mar 25, 2021 · bctsupport

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bctsupport commented,

Community comment Feedback - Reporting and analytics (Explore)

I concur with all of the above. I just had a discussion in a support ticket with Zendesk about this.

Use cases same as above: customers get SLA reports every month / quarter. A report (dashboard) has 4 tabs. Filters across tabs work fine in the UI (when you get all the finicky stuff in place: copy filters one-by-one, bookmark on first tab), but the scheduled PDF only applies the filter to the first. 
I was advised to use bookmarks on every tab, but that means 4 times #customers of arranging hidden bookmarks :(

This was already a workaround for my first idea. In our portal every customer has their own Help center (Guide) section in which we publish their monthly / quarterly reports. Those used to be Insights PDF's (easy, multitab, filters were applied to schedule and not the dashboard). With Explore I wanted to abandon old fashion PDF and share an Explore link in Guide; That does mean one dashboard for each customer, but the advantage is that customers at any time can see their SLA status.

However, there's another bug they're still working on: the link does not work in Guide within a host mapped help center article :(

I guess for now it's gonna be just a lot of manual labor.

View comment · Posted Mar 23, 2021 · bctsupport

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bctsupport commented,

Community comment Feedback - Reporting and analytics (Explore)

+1 for this; For a long time I've been trying to recreate the workflow we got from Insights/Gooddata, but it's really annoying that Explore has so many quirks that need workarounds. 

Reporting to our customers is so labor intensive now (creating a seperate dashboard for every customer and exporting every tab seperately, then merging the PDFs) compared to Insights where one report was enough combined with one export schedule per customer.     

View comment · Posted Mar 11, 2021 · bctsupport

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bctsupport commented,

CommentPublishing and sharing dashboards

Hi Elissa, 

Sorry for not responding sooner. I've created a ticket a while back and it's being researched by te Guide dev team. It probably has to do with hostmapping   

View comment · Posted Feb 25, 2021 · bctsupport

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bctsupport commented,

CommentMeasuring success

Hi, I'm stuck with SLA metrics in Explore, trying to get an overall SLA % for all targets over all tickets in a certain time frame. 

Researching this I ran upon this: period is oct-dec 2020 for one customer; There was 1 ticket still open on dec 31, all others were solved and closed. 
However, the metric 'Tickets with an active SLA policy' indicates 4. Even when I look at all recent tickets, there are only 2 in jan (one open, one solved). How can there be 4 tickets with an active SLA policy?
(cf this in the article: Note: When a ticket status is set to Solved, all SLA targets are considered met, and closed as a result.)

View comment · Posted Jan 27, 2021 · bctsupport

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bctsupport commented,

CommentPublishing and sharing dashboards

Hi, 

When I "publicly" share a dashboard and add a password then the link works fine when I paste it in the Firefox address bar.

However, when I put this link in a Guide article the same link doesn't work. It seems to redirect to our Guide homepage. Even when I check 'open in new tab' the link doesn't work. Again, when I copy it from the link and paste it in Firefox, the dashboard appears.

Any insights? (pun intended for those migrating ;-) )

View comment · Posted Jan 15, 2021 · bctsupport

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