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Jozef

Joined Jul 07, 2022

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Last activity Dec 29, 2023

I like figuring out how to do things.

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Latest activity by Jozef

Jozef commented,

Community comment Feedback - Reporting and analytics (Explore)

To answer my own comment, ZD support linked me to how to do it. I'll edit this comment once I figure out how to filter by date (unless somebody else knows) because that's the only thing I need now.

For anyone else who needs the info but doesn't frequently make API calls:

  1. In ZD, go to Admin Center > APIs > Zendesk API

  2. Add an API token and save it somewhere safe

  3. Create an account with or open Postman

  4. Create a new request in Postman

  5. To the right of the word GET, type this in and replace w/ your organization. The first part should match your ZD URL

    Ex: https://{organization}.zendesk.com/api/v2/channels/voice/stats/agents_activity.json

  6. Under Authorization > Type, select Basic Auth

  7. Under Username, type in and fill in your ZD login email and add "/token"

    Ex: john_doe@email.com/token

  8. Paste your API token into the Password section

  9. Hit send

The results will be the agent activity. Still unfamiliar with how to request for a specific day, so please reach out if you know!

View comment · Edited Dec 12, 2022 · Jozef

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Jozef commented,

Community comment Q&A - Tickets and email

Hello Dave,

1. I did specify that those are mathematically different and will have different results. This is why I mention that the below is a mathematically equivalent workaround.

A / C + B / C

2. The example you provided does work for me, and with more testing I found the following combinations to work / not work.

ELIF (((A + B) / C) = D)     | WORKING
ELIF ((A + B) / C = D)       | WORKING
ELIF ((A + B) / C) = D       | NOT WORKING
ELIF (A + B) / C = D         | NOT WORKING

I guess it's even weirder because this is not demonstrably required in the initial IF statement - only in the subsequent ELIFs.

IF (((A + B) / C) = D)       | WORKING
IF ((A + B) / C = D)         | WORKING
IF ((A + B) / C) = D         | WORKING
IF (A + B) / C = D           | WORKING

Regardless, thank you for clearing this up - I must have been stuck hopping between 3 & 4 without trying another set of parentheses around the entire statement. What constitutes as valid and invalid doesn't seem very predictable here, and I'm glad there's at least a post now showcasing this.

The link you provided was also helpful as it does specifically state best practices, although in one case it's a best practice and in another it's a requirement.

View comment · Edited Dec 07, 2022 · Jozef

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Jozef commented,

Community comment Q&A - Reporting and analytics

Thank you for the info!

Unfortunately an Attribute will not work for my use case, because the text should indicate something regarding the count of tickets rather than each individual.

I guess ultimately the problem doesn't necessarily lie with Result Metric Calculations, but with the fact that I have no way of reporting on full metric counts within Attributes or using text in Metrics, since both would resolve the issue.

A simpler example of my use case would be if each ticket had one product type, perhaps "Apples", "Oranges", or "Bananas". I might have a report with two metrics, the total number of each product type last month and the month before.

This is possible currently, but lets take it a step further and say I'd like some sort of visual indicator in tickets related to product movement over a month. If there are less than 100 tickets that's great; if there are 101 - 500 tickets that's to be expected, but if there are more than 500 tickets something unusual may be happening.

Although I can calculate the difference, I can't show this last column as an indicator using a Metric or Attribute if I'm reporting on the totals rather than counts of tickets and want to use text or photo indicators. If I use values like 1, 2, and 3, that's fine, but I can't do "Low", "Med", and "High".

Further, rather than text indicators, it would be nice to hyperlink a colored ball like is possible on the Attributes right now. See the photo below for an example - this is not possible on Result Metric Calculations.

It would be nice to have more flexibility there to better visualize relationships between ticket activity and certain pre-set thresholds.

 

View comment · Edited Dec 07, 2022 · Jozef

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Jozef created a post,

Post Q&A - Tickets and email

Hello,

I'm trying to figure out why I'm unable to use parentheses and math logic within ELIF statements.

Code such as this will not work:

IF X
THEN Y
ELIF (A + B) / C = D
THEN Z
ENDIF

While this will:

IF X
THEN Y
ELIF A + B / C = D
THEN Z
ENDIF

 

Notice how the only difference is the parentheses. Values don't really matter, neither do the math operators or comparison operators. In fact, a comparison operator isn't even needed.

Naturally, this is mathematically different and will have different results.

For this specific case, we know that the following statements are equivalent and thus interchangeable...

(A + B) / C
A / C + B / C

...so I was able to clumsily maneuver around this issue, but it still begs the question of why this is prohibited in the first place.

 

 

Posted Dec 05, 2022 · Jozef

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Jozef created a post,

Post Q&A - Reporting and analytics

Hello,

I'm trying to figure out why I'm unable to return LINKs or text in Result Metric Calculations. Numbers may be output, but text and LINKs are prohibited.

Not sure if this is a bug or intended functionality, so I'll write as though it's a bug but provide a Use Case just in case.

Use Case

In this photo, the return values on the "Visual" Result Metric Calculation should return either "Interest" or "Not of Interest" according to another fields value. This photo is being re-used from another request, so pretend that [Velocity] is any other number that you can only obtain from two metrics.

This is not possible to create, however, if the text outputs are changed to 1 and 2, there are no issue. With some experimenting I found that text outputs are prohibited, and as are LINKs.

 

Edited Dec 05, 2022 · Jozef

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Jozef created a post,

Post Feedback - Reporting and analytics (Explore)

Hello,

I think it would be very useful if you could reference Result Metric Calculations from other Result Metric Calculations.

Use Case

An example is below:

 

[Velocity] in the bottom would refer to the Result Metric Calculation above. In the above calculation, I calculate a change velocity using the difference in tickets between two weeks for a given form field value (not in picture).

Although "Not of Interest" and "Interest" are example values, in actual project I'd ideally replace this with hyperlinks to photos for visual indicators, although that also is not possible at the moment, as Text and LINKs cannot be displayed in result metric calculations.

It is possible to re-create the original metric in the new one, although this is long and not user-friendly.

Edited Dec 08, 2022 · Jozef

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Jozef created a post,

Post Feedback - Reporting and analytics (Explore)

Hello,

I'd love it if it were possible to have a round up / round down function. This is currently possible doing the following, but a dedicated function would be great:

IF X % 1 = 0
THEN X
ELSE ROUND(X) + 0.5
ENDIF

The (+ 0.5) can be changed to (- 0.5) to round up or down accordingly.

 

Use Case

I'm sure there are more, but for mine I calculate how many days are between the start of this past week and then divide the result by 7 to get a decimal week value.

DATE_DIFF(START_OF_WEEK_SUNDAY(TODAY()), [Ticket created - Date], "nb_of_days") / 7

If it were possible to round this up using a function, I could conveniently "snap" to week numbers, making simple filters much easier on reports when looking at specific weeks in the past.

Edited Dec 05, 2022 · Jozef

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Jozef commented,

Community comment Feedback - Reporting and analytics (Explore)

David Garceau

I saw that you had found an article about how to retrieve this information from the API. Are you able to provide a link to this article / some basic instructions? I'm sifting posts and the reference and don't see anything explicitly mentioning the daily stats, although I'm willing to sludge through making some API calls at the moment.

View comment · Posted Dec 04, 2022 · Jozef

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Jozef commented,

CommentExplore recipes

To get around having duplicate tags with identical names, I sometimes use the following format:

    tag_group/tag_sub_group/specific_tag

Generally, when I'm reporting, I don't care about the groups and want to see only the specific tag with decent formatting. The code below will accomplish this and remove any number of groups/sub groups.

To make this work as expected, tags cannot have slashes "/" in them except when separating groups.

 

REGEXP_REPLACE(REPLACE(REGEXP_REPLACE([Ticket tags], "([^\/]*\/)*", ""), "_", " "), "^[a-z]", UPPERCASE(REGEXP_EXTRACT(REPLACE(REGEXP_REPLACE([Ticket tags], "([^\/]*\/)*", ""), "_", " "), "^[a-z]")))

 

Beforecustomer_service/escalations/billing

AfterBilling

Hope this is helpful for anybody who might use tags in a similar way.

View comment · Edited Sep 14, 2022 · Jozef

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Jozef commented,

Community comment Q&A - Reporting and analytics

Figured out the problem! For anybody else who might be running in to the same issue, when I removed changed the formula to more closely match the inbound call formula, specifically removing the INTEGER statement, everything started working as expected.

View comment · Posted Jul 07, 2022 · Jozef

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