jvon

1. Community
2. Zendesk Explore Beta - New Dashboard builder
3. Explore: Combine Ticket Tags to 1 Row

Was trying to figure this out myself -- I noticed that there's an attribute called "Obsolete - Ticket tags" which contains all the tags in one row/cell separated by commas (with the whole thing bei...

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• jvon
• Created November 28, 2022 21:31
• 0 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Report on When Tag Was Added to Ticket

I've previously set up calculated attributes on the ticket updates dataset to look at [Changes - Field Name], [Changes - Previous Value], and [Changes - New Value] to track when a tag is added to a...

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• jvon
• Created October 19, 2022 21:22
• 2 votes

1. Community
2. Feedback - Ticketing System (Support)
3. Replace Set Tags with Remove All Tags

I think "Set Tags" may be better labeled as "Replace all tags with"  Couple related thoughts: Remove the relationship between tags and custom field values (or hide the tags related to custom field...

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• jvon
• Created August 18, 2022 20:40
• 1 vote

1. Community
2. Feedback - Voice (Talk)
3. Zendesk Talk: Allow Reporting on Agent Availability

This.   Voice contact center operations need this to understand utilization and occupancy is commonly a KPI for agents in my organization (along with others, I'm sure).   Seconding Amanda's request...

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• jvon
• Created January 10, 2020 16:59
• 5 votes

1. Community
2. Feedback - Reporting and analytics (Explore)
3. Reporting on 'Total online time' and 'Time available' metrics

+1 on this -- we need historical data for Talk availability beyond the summarized "total time" metrics.    If an agent is avoiding calls by toggling into away and back to available really quick, we...

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• jvon
• Created May 02, 2019 00:01
• 2 votes