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Kai Schmitte

Joined Oct 16, 2021

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Last activity Jan 08, 2024

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ACTIVITY OVERVIEW

Latest activity by Kai Schmitte

Kai Schmitte commented,

CommentCreating dashboards

Dear Walter Bellante

thanks for the quick answer. 

I need to be able to report for myself on different topics. Like: How does product x perform? Or how many tickets does my team b gets per week?

Dashboard restrictions don't help at all with this task. 

To be honest, the current bookmark feature is already not enough, I would like to be able (and enable viewers) to set their own bookmarks without the need to edit the dashboard. 

Kai

View comment · Posted Oct 31, 2023 · Kai Schmitte

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Kai Schmitte commented,

CommentCreating dashboards

Dear Agnieszka Czajka

thanks a lot for the notification!
Currently all planned developments will need Bookmarks to show data filtered to different teams, different languages or different products. And switch between them easily. 

Means: before I start to work with the Beta Builder, this ability need to be implemented. (Already added my feedback in the respective thread)

Best Regards

Kai

View comment · Posted Oct 31, 2023 · Kai Schmitte

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Kai Schmitte commented,

Community comment Feedback - Reporting and analytics (Explore)

Same here. 

This would show how efficient our Guide articles and proposals are...

View comment · Posted Oct 09, 2023 · Kai Schmitte

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Kai Schmitte commented,

CommentCreating dashboards

Rather short test as the main needed features to even create a dashboard are not there: 

  1. No Tabs 
  2. No Bookmarks

These two features are the main reason to use a dashboard and not a report. Means: Currently the Beta is of no practical use. 

As a side comment: I expect to be able to all filters to a dashboard that are available in the report. 

View comment · Posted Sep 15, 2023 · Kai Schmitte

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Kai Schmitte created a post,

Post Feedback - Reporting and analytics (Explore)

There should be a possibility to switch on/off the use of the "Explosion" in a report from within the Dashboard view.

Use case:

Report (columns) with 2 different Attributes in the "rows" section. Stacked is on.
Columns is year and month.
This gives a nice view of the full amount of tickets by month, with the correct combination of attributes.
Now I would like to allow the user to change this view into a split view where I get a single graph for each of the chosen Attribute values.

My example:

  • Attribute 1: B2B / B2C
  • Attribute 2: Ticket Status

The full view shows nicely the ticket status by B2B/B2C. Now I would like to drill down into the graph to show one graph each for 1. B2B and 2. B2C.
The latter can be easily reached by adding the B2B/B2C attribute to the "Explosion" of the report.
But I can't dynamically switch between "with explosion" and "without explosion". With the current features the dashboard will be messy - 2 (or 3) reports needed to show the data.
With my proposal the user can have 1 report in the dashboard and the viewer will be able to toggle between the full view and the "explosion" view.

Posted Mar 13, 2023 · Kai Schmitte

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Kai Schmitte commented,

Community comment Feedback - Reporting and analytics (Explore)

Dane

thanks for the reply. 

The aim is to have a stacked column with the top 5 ticket subjects for the last 14 months to see if the distribution of ticket subject changes. 

I just want to be able to see and read the full legend - and to show the graphics to management without the need to copy&paste the missing parts from the legend...

Means: as soon as I need a table, Zendesk Explore will be completely useless and I need to switch to a real business analysis tool. 

KS

View comment · Posted Nov 25, 2022 · Kai Schmitte

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Kai Schmitte commented,

CommentTicket basics

No ability to search for a specific mail domain? 
I'm looking for all ticket requestors that use a mail address with a specific mail domain - to identify users which should belong to the company (organization), but are currently not assigned to the organization. 

Currently the search for phrase (" ") operator does not ensure that the format domain.tld is used, but it searches for the two words next to each other.

It would be needed to 

1) Have a search that will only look into the mail addres of the user

2) Have a phrase search that works letter by letter - means that no altering of the search phrase is done, no fuzzy search

View comment · Posted Oct 17, 2022 · Kai Schmitte

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Kai Schmitte commented,

Community comment Feedback - Reporting and analytics (Explore)

Dane: How would I report on data with a long "name"? 

Currently I need a 14-month review of Ticket Subjects (they have long, descriptive names) as a stacked bar. Even the Top5 version cuts 2-3 descriptions...

 

View comment · Posted Oct 07, 2022 · Kai Schmitte

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Kai Schmitte commented,

Community comment Feedback - Reporting and analytics (Explore)

The real problem is when the data is used outside of Zendesk.
Like an export or the need to show the data in a presentation. 

Here the scrolling possibility can't be used. 

Please take the need to have more legend options into consideration. 

View comment · Posted Oct 07, 2022 · Kai Schmitte

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Kai Schmitte commented,

CommentBuilding reports

Dane

Thanks for the explanation. Many of our customers start entering a question before the agent joins, so it is probable that the first reply time is included in most chats - and thus the parallel lines happen - especially since the first reply is usually the longest reply time. We know that we would need more agents to handle incoming chats. 

Is there any way to get a "clean" view on average reply times during a chat? Without the first answering time?
So that we can see if the agents are efficiently working - and to see if the amount of chats one agent is assigned is neither too small nor too big? 

 

Thanks!
Kai

View comment · Posted Sep 16, 2022 · Kai Schmitte

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