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CJ Johnson
Joined Apr 15, 2021
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Last activity Mar 19, 2024
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Latest activity by CJ Johnson
CJ Johnson commented,
I have been trying for over a month to ask Zendesk Support to change ownership on dashboards. I have been unable in this time, to get a direct answer if they can even do this for an account. Cloning is not a solution for me because that does not share the clone with the same people, and changes the links, which are already widely shared. I just need to change ownership. :(
View comment · Posted Mar 13, 2023 · CJ Johnson
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CJ Johnson commented,
Does this mean you will not be able to see the "Custom Role" in this export, that is visible on the Team Members page as a column?
View comment · Posted Mar 13, 2023 · CJ Johnson
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CJ Johnson commented,
Still not possible, and there still exists no way to get a list even of Dashboards you own. I was told to hand-copy them all out by Support after waiting 2 weeks for an answer. Management of Dashboards is impossible with these restrictions.
View comment · Posted Feb 27, 2023 · CJ Johnson
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CJ Johnson commented,
I'm trying to build an app to literally just put the UTC timestamp of ticket creation in the sidebar but I'm getting stumped because it's getting converted to the user's time. Can Zendesk offer any help as to how to get at the UTC time? (I'll happily share my code with the community when it works! :D)
Edit: I cracked it finally, it's uh, actually super simple. this assumes you have a span called "time" in there you want to show the time the ticket was created at:
async function displayCreatedTime() {
const response = await client.get('ticket.createdAt');
const time = response['ticket.createdAt'];
const event = new Date(time);
const utctime = event.toUTCString();
console.log(utctime);
const span = document.getElementById("time");
span.innerText = utctime;
}
displayCreatedTime();
View comment · Edited Feb 14, 2023 · CJ Johnson
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CJ Johnson commented,
This has now passed 3 years in "planned" with the last update mentioning it being fixed in the second half of 2020:
https://support.zendesk.com/hc/en-us/community/posts/4409217081370/comments/4409228173082
Not a great experience.
View comment · Posted Feb 14, 2023 · CJ Johnson
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CJ Johnson commented,
Hi Brett,
Yes, they have been completely removed from the interface. The button is gone. I would upload a picture of the missing button, but your system refuses to allow any uploads, even those in the correct format under 2 MB. The dev console shows 'Failed to load resource: the server responded with a status of 401 ()' no matter the image type or size.
View comment · Posted Feb 14, 2023 · CJ Johnson
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CJ Johnson commented,
Can someone please point me to where this removal was announced? I'm pretty frustrated to find my lists all just...gone with no notification.
View comment · Posted Feb 08, 2023 · CJ Johnson
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CJ Johnson commented,
I notice the app lacks a column for "Ticket Form", which seems odd. Any plans to include this future releases?
View comment · Posted Feb 03, 2023 · CJ Johnson
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CJ Johnson commented,
@... Any chance there will be an announcement some time soon?
View comment · Posted Jan 31, 2023 · CJ Johnson
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CJ Johnson commented,
Edit: In case it's unclear, this feedback is specific to the Agent Productivity Reporting Template. I don't see anywhere to give feedback on this.
Some feedback on this. Apologies if my tone is brusque, my intent is simply to approach this with a critical eye.
- Total Tickets Created is returning bad data - I can see chat tickets a different agent did the chat with, attributed as a "Ticket Created" to an agent who worked the ticket last. They did not make the ticket in any way. I can tell then, this is not measuring the number of tickets the agent created. This should either be renamed, or the formula reworked, because it's unclear what this is measuring.
As far as I can tell, this is a count of how many tickets are assigned to the agent that were created in the last seven days – regardless of whether the agent has replied to them even once yet. That’s a very strange metric. I would be curious what Zendesk’s intent for use for this metric is. It doesn’t work for us because agents may take 7 tickets for 3 hours, work 3 of them, and never work on the remaining 4, with those being passed off to another agent. They shouldn’t be counted and it will make it very difficult to reconcile numbers across the team if they are, as the time of the report being generated will impact this. I would anticipate spending a lot of time trying to figure out why tickets are being double counted if we sent this report out to agents and supervisors.
- You really shouldn’t have data like "First Reply Time" without indicating whether you are showing me the Mean, Median, Mode, Max, Min, Sum or what have you. Please add the calculation methodology to the names of these reports to make it clear how it's being measured.
- You’ve constrained the on-hold and pending ticket count by “tickets created in the last 7 days”. That doesn’t really make any sense in the context of unsolved tickets. I should see a count of the number of on-hold or pending tickets, total, regardless of when they were created. I have something like 16 on-hold tickets, it shows me with 2. This is very misleading and a strange calculation decision for a productivity report with an agent audience.
4. The metric “Unsolved tickets” suffers the same problem as above.I might have 42 unsolved tickets, but it will return “2” if the other 40 were created more than 7 days ago. That makes this metric not very helpful for an agent to see their actual workload, and will lead to a lot of emails about why the dashboard isn’t counting all their work. It doesn’t make sense to constrain unsolved tickets assigned to an agent by the date of creation on a dashboard intended to reflect productivity.
5. The lack of ability to add filters for things like Tags to the entire Dashboard renders it useless for me for the one task I need this for, unfortunately. I need to filter out merged tickets, for example, from basically all metrics. Editing every report on the Dashboard to do this behind the scenes, makes it impossible for the viewer to know why some tickets are excluded. This then leads to me having to spend time explaining why ticket x wasn’t counted. I want and need the filters on reports to be visible and filterable at a Dashboard level, for all things, not just the select few filters that are currently allowed on this Beta version.
View comment · Edited Jan 31, 2023 · CJ Johnson
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