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Keegan

Joined Mar 22, 2022

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Last activity May 16, 2024

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Latest activity by Keegan

Keegan commented,

CommentMore integrations

When using the new Power BI connector, I'm only getting about 74,000+ rows for tickets and ticket metrics. Our zendesk instance has 1.5 million tickets. I think we get the correct number of rows in the user table though. Why would this be?

View comment · Posted May 16, 2024 · Keegan

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Keegan commented,

CommentAI agent basics

If I understand this correctly, a conversation that a customer indicates as resolved will count towards this, even if no AI generated answer was provided. With only 10 resolutions per agent per month, this is going to push us AWAY from trying to improve the self-serve rate, as it's probably cheaper for an agent to respond to an easy question with a macro than for the bot to answer that question

View comment · Edited Apr 23, 2024 · Keegan

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Keegan commented,

Community comment Q&A - Reporting and analytics

I would also love to be able to report on first reply time after a ticket is assigned to a new group. Has there been any news on this?

View comment · Posted Jun 17, 2022 · Keegan

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