Alex Zheng
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Total activity79
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Last activity
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Activity overview
Latest activity by Alex Zheng-
Alex Zheng created an article,
Service Incident - May 3, 2023 - Support | Multiple Pods - Triggers Page not loading/timing out
SUMMARY On May 03, 2023 from 15:55 UTC to 18:57 UTC, Zendesk Support customers on multiple pods may have experienced timeouts or could not load the Triggers page in the Admin Center. Timeline 16:...
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Alex Zheng created an article,
Service Incident - May 3, 2023 - Sunshine Conversations and Messaging | Multiple Pods - High Latency and delays
SUMMARY On May 03, 2023 from 15:03 UTC to 20:30 UTC, Sunshine Conversations and Messaging customers on multiple pods experienced delays in sending and receiving messages. Timeline 15:20 UTC | 8:2...
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Alex Zheng created an article,
Service Incident - May 2, 2023 - Chat | All Pods - Message delivery and ticket creation delays
Summary On May 2, 2023 from 18:00 UTC to 18:30 UTC, a subset of Zendesk Chat customers experienced delays in sending and receiving chat messages in addition to delays in creating tickets after chat...
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Alex Zheng commented,
Hey Maribel, It is based on the unique ticket ids as every unique ticket id will count as a separate ticket. So since merged tickets have different ids these will count as separate tickets.
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Alex Zheng commented,
Hey Greg, Phone call recordings are not considered as a public reply so in your example this would be one agent reply and be considered as a one-touch ticket.
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Alex Zheng commented,
Hey Sherin, Generally this error occurs if you are in the wrong dataset, can you make sure that you are in the Updates History dataset?
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Alex Zheng commented,
Hey Allen, If you are using the tickets dataset you should have a metric for Unsolved Tickets Age and then you can use the metric filter to filter for tickets older than x days. Let me know if you ...
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Alex Zheng commented,
Hey shwetha, Thanks for bringing this to our attention. Our dev team has been made aware of this issue and will be working to fix this as I can understand that this can be very detrimental to your ...
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Alex Zheng commented,
Hey Chetan, Unfortunately it is not possible to get field changes time calculations in business hours at the moment. I would highly encourage you to follow and upvote this community feedback post o...
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Alex Zheng commented,
Hey D.Fitz, I would take a look at the Tickets solved - Daily average metric, the formula for this is COUNT(Tickets)/DCOUNT_VALUES([Ticket solved - Date]) so it will only be dividing by dates that ...