Alex Zheng

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Finding the first assignee for a ticket

Hey Gerald, Unfortunately not, as the changes - field name attribute only exists in the Updates History dataset. Best regards,

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• Alex Zheng
• Created September 28, 2022 19:51
• 0 votes

1. Support
2. ...
3. Workflows
4. Setting your schedule with business hours and holidays

Hey Omar, If you are looking for something like a current user variable then this is currently not available but it is in development as described in this post. I would recommend you comment and fo...

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• Alex Zheng
• Created September 28, 2022 19:45
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. Explore Guide - Searches: Avg click-through rate are higher than 100% ?

Hey Marco, The average click through rate is calculated as COUNT(Clicks)/COUNT(Searches) with clicks and searches being two separate metrics within the Search dataset. This references any article c...

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• Alex Zheng
• Created September 12, 2022 14:09
• 0 votes

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk Support

Hey CJ, Thanks for sharing. Internal discussion is being raised as a result of that post on the tickets solved metric. Please bear with us as we work through this issue. Best regards,

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• Alex Zheng
• Created August 17, 2022 14:14
• -1 votes

1. Community
2. Zendesk Suite Q&A
3. % of tickets contacted

Hey Bobby, I am thinking you would want to be in the TIcket Updates dataset anyways as I believe this would be the easiest way to account for updater role and all the relevant metrics should be ava...

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• Alex Zheng
• Created August 16, 2022 12:11
• 0 votes

1. Community
2. Zendesk Suite Q&A
3. % of tickets contacted

Hey Bobby, I think I follow what you're trying to do. I'm thinking you'll want to add a condition to your metric to include the DATE_DIFF function to filter out tickets that haven't been updated in...

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• Alex Zheng
• Created August 15, 2022 20:50
• 0 votes

1. Community
2. Zendesk Explore Beta - New Dashboard builder
3. Zendesk Expore - Filter linking on dashboards - Created / Resolved date linking

Hey David, Let me open up a ticket with you to further investigate.

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• Alex Zheng
• Created August 15, 2022 13:40
• 0 votes

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk Support

Hey CJ, Thanks for sharing. Were you able to get a negative value for this metric? The ticket solved timestamp should only return a value if the ticket is actually in a solved status so in my testi...

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• Alex Zheng
• Created August 15, 2022 13:06
• -1 votes

1. Community
2. Zendesk Suite Q&A
3. % of tickets contacted

Hey Bobby, Can you expand a little bit on your definition of "open workable" and "proactive (outgoing) contact?" I'm assuming by open workable we are referring to tickets that haven't been solved y...

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• Alex Zheng
• Created August 12, 2022 15:31
• 0 votes

1. Explore
2. ...
3. Customizing reports
4. Sorting results

Hey Roshni, I will create a ticket with you to go over your specific example.

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• Alex Zheng
• Created August 12, 2022 14:08
• 0 votes