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Rachel Leffel

Joined Oct 22, 2021

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Last activity Dec 17, 2024

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Latest activity by Rachel Leffel

Rachel Leffel commented,

CommentHow to create and update reports

I hope Zendesk will fix this sometime soon! It's incredibly frustrating to have to recreate default metrics in order to exclude tickets by tag, especially when the calculated metric references other metrics, which all need to be created separately, just to exclude an individual tag. It's misleading that the product doesn't make it clear that excluding by tag doesn't work and likely leads to many incorrect reports. 

View comment · Posted Aug 14, 2024 · Rachel Leffel

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Rachel Leffel commented,

CommentTicket customization

I see another user mentioned this in 2022 - are there any plans to make the “Default” field selection work? It doesn't matter what we set the Default to, if an agent doesn't set a value in the field, the field value is NULL, not the Default value we set.

View comment · Posted Jul 08, 2024 · Rachel Leffel

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Rachel Leffel commented,

Community comment Q&A - Reporting and analytics

We also have a need for this functionality. Our goal is to have a measure of the time that our Tier 2 team spends on each ticket, not reflecting Pending time but actual agent work time.  Unfortunately Zendesk's time tracking app (via Tymeshift) has never been accurate for our Tier 2 team because it depends on the page remaining open on the agent's browser. Our Tier 2 team tends to use multiple tools that take them away from the page, so the numbers counted by the app are inaccurate. We also can't use the Group Ownership Time SLA to solve for this because we are specifically looking for the time that an agent works on the ticket and don't want to count Pending time toward that metric.

 

I'm surprised that there isn't an option for this given that Zendesk also operates with tiered support and surely their teams have this need as well. 

View comment · Posted May 08, 2024 · Rachel Leffel

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Rachel Leffel commented,

Community comment Feedback - Reporting and analytics (Explore)

It seems that the title of this article is spot on - I cannot find a way to calculate the difference between two custom attribute timestamps. The solutions proposed here explain how to get the date difference between one custom attribute timestamp and one standard field timestamp

For example, I'm doing the following:

1. Create two custom attributes, following the format of the above comment. I named these "Tech Support Initial Response" and "Tech Support Escalation Time"
2. Create another attribute following the date formula that Kerry shared above. This can work to compare the date between one of these attributes and one default field timestamp. It does not work to compare the time between the two custom attributes.

Note that both of these options work for calculating the time between one of the custom timestamps, and a default field timestamp (creation date):

This works:
DATE_DIFF([Tech Support Escalation Time],[Ticket created - Timestamp], "nb_of_hours")
and this works:
DATE_DIFF([Tech Support Initial Response],[Ticket created - Timestamp], "nb_of_hours")

However, it's not possible to get the time between the two custom timestamps. This returns nothing:

DATE_DIFF([Tech Support Initial Response],[Tech Support Escalation Time], "nb_of_hours")

View comment · Posted Jan 25, 2022 · Rachel Leffel

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