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Phaedon

Joined Aug 16, 2022

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Last activity Jan 08, 2025

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Latest activity by Phaedon

Phaedon commented,

Community comment Feedback - Ticketing system (Support)

This would be of huge benefit to us

View comment · Posted Jan 08, 2025 · Phaedon

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Phaedon commented,

Community comment Feedback - Ticketing system (Support)

I think this is essential

View comment · Posted Jun 27, 2024 · Phaedon

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Phaedon commented,

Community comment Q&A - Reporting and analytics

Thank you Fran!

View comment · Posted Apr 11, 2023 · Phaedon

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Phaedon created a post,

Post Q&A - Reporting and analytics

Hi there,

I'm fairly new at Zendesk Explore reporting and I've tried searching for an example but I'm struggling to find one.

I want to include SUM(Agent replies) in a report, but only for tickets with a particular tag. Because of how the report is set up, I don't want to do this with a report filter (as I don't want the filter to affect other metrics. Specifically, I want to compare this filtered by tag SUM(Agent replies) to the overall unfiltered SUM(Agent replies) How would I set this up? I think it would be a calculated metric, but I'm struggling to find an example to work with.

Edited Feb 27, 2023 · Phaedon

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Phaedon commented,

CommentPerforming calculations

Hi Dane,

Thanks for the feedback. That's really a shame. It would be so nice to be able to show the overall average and the agent average in a single table...

View comment · Posted Oct 18, 2022 · Phaedon

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Phaedon commented,

CommentPerforming calculations

Thank you so much Dane! I see what you mean now.

Last question though: is there a way to do this, but not actually show the Ticket IDs as rows? I'd love to have the overall average, and the average by assignee, without the per ticket detail, in one table.

View comment · Posted Oct 17, 2022 · Phaedon

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Phaedon commented,

CommentPerforming calculations

Thanks for that feedback Dane! Can you give me some guidance to how to do what you're describing with the attribute Ticket ID or point me to an article that will show me? I'm quite new at all this.

View comment · Posted Oct 14, 2022 · Phaedon

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Phaedon commented,

CommentPerforming calculations

When adding a total to a table it seems as if the aggregator is being used on the row data rather than the background data. Is there a way to fix this?

Specifically, I'm looking at a table of first reply (AVG) time by agent and month. When I add a Grand Total, with the AVG aggregator, it seems to take an average of the individual lines rather than an average of the total data. It's doing an average of the averages rather than the overall first reply time for that month. How might I change that?

View comment · Posted Sep 14, 2022 · Phaedon

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Phaedon commented,

Community comment Feedback - Ticketing system (Support)

We link to invoices and credit notes in Xero. It would be nice to make them clickable.

View comment · Posted Sep 08, 2022 · Phaedon

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Phaedon commented,

CommentMeasuring success

View comment · Posted Aug 31, 2022 · Phaedon

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