Suhan Li

I created a report, Average time to solve tickets in the dashboard. I am trying to see the average time for a year which range from 9/1/2021 to 8/31/2022. When I filtered by the time 9/1/2021 - 8/31/2022 in the time filter widget, it gave the correct result, e.g, 30 hours. But when I filtered by each month, 9/1/2021 to 9/30/2021, I got the number 14 hours, 10/1/2021 to 10/31/2021, I got the number 16 hours, and so on. These results are not right. Those numbers are less than the correct results.

If I edited the report and added Ticket Created by year and Ticket Created by Month, it shows the correct result. After saving and coming back to the dashboard, the wrong result for each month shows up. 

Does anyone have any suggestions?

Can someone help me to figure out how the percentage of the sub-item's count, e.g., I count tickets for each agent's response time and separated it as =< 3 days and > 3 days. I got the number of tickets out. Now I want to know what is the percentage for =< 3 days. But I have trouble with this. I know the formula should be count(=< 3 days)/count(Tickets). I tried all ways without any results.

Thanks,

This is very helpful.

Is it possible to get days in business days only?

Thanks,

Change it back and it works now.

Thanks!

Maybe I need to change my API setting. Brett, Brett Bowser I saw your smiling face here. Do you have any suggestions?

Thanks,

I copied the codes as steps in the instructions. I created an article with label as "alert". Since every article need to publish in a section, I see the alert in FAQ of the section. But I don't see any banner showed up. I put the url,  /api/v2/help_center/${locale}/articles.json?label_names="alert" to the site. I got the result as 

{"error":"InvalidEndpoint","description":"Not found"}

My artilce URL is https://teastudentassessments1555347296.zendesk.com/knowledge/articles/8576598013460/en-us?brand_id=360002376392.

Does any one know how I should query the URL for the alert data?

Yeah, creating a ticket view for the agent is a good idea. 

Thanks, Abe.

Thank you, Abe.

I tried to create a schedule and use it as the condition for the trigger. I tried it by using Schedule is the hour and Schedule is not the hour, but neither of them works. 

I offered the customer that I can create a report with unassigned tickets' information and delivery it to the agent at 4:30 PM daily. and waiting for their response.

Thanks,

We need to have all unsigned tickets auto-assigned to an agent at a certain time, e.g., at 16:30 at the day. I searched event created a trigger or automation by applying today() function but don't find a way.

Any suggestion?  

We need to have all tickets auto-assigned to an agent at a certain time, e.g., at 16:30. I searched event create a trigger or automation but don't find a way.

Any suggestion?