KROB
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Last activity
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Activity overview
Latest activity by KROB-
KROB commented,
I just wanted to post another update here. We're still having problems with this. The ticket updates history dataset doesn't tell us the number of messages sent or tickets actually worked, so if an...
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KROB commented,
We do not like that this update overrides our account settings. We want our default to be internal note. When we have a messaging ticket come in where the customer emails later, it's automatically ...
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KROB commented,
Zendesk really needs the article recommendations to ask for feedback after recommending the articles. Having it automatically ask the "Was this helpful?" step and give the option for "Yes, my quest...
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KROB commented,
Yes, we are using the Ticket Updates history dataset for now, but it would be more helpful to have all of the details we want on a single, accurate, report. Right now we can't trust that the data i...
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KROB created a post,
Messaging Dataset - Explore Attribute for Updater
The messaging dataset has an attribute for assignee, but this does not get us the correct data we need if the ticket is reassigned to another agent or group. We use this info to calculate productiv...
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KROB commented,
How do I create a report to count the total number of public replies an agent sent? It seems like this is based on a D Count metric instead of a total number. I've followed your recipe this way bu...