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000000 Danjoint

Joined Oct 22, 2021

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Last activity Apr 18, 2023

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Latest activity by 000000 Danjoint

000000 Danjoint commented,

Community comment Feedback - Reporting and analytics (Explore)

I think this can be done in a Tickets > Updates History report by using the Agent Updates metric and filtering by either Time - Ticket Update or Time - Ticket Last Updated...or am I missing something? 

View comment · Posted Mar 09, 2023 · 000000 Danjoint

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000000 Danjoint commented,

Community comment Feedback - Ticketing system (Support)

Maybe I'm misunderstanding something, but when I (an Admin) @ someone in an internal note, it adds the other agent as a follower on the ticket and it DOES NOT add them as a cc: on the email. Am I misunderstanding @...' original explanation in July 2020?

View comment · Posted Nov 21, 2022 · 000000 Danjoint

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000000 Danjoint commented,

Community comment Feedback - Reporting and analytics (Explore)

And the Details field as well!

View comment · Posted Oct 19, 2022 · 000000 Danjoint

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000000 Danjoint commented,

CommentUsing Built by Zendesk apps

Can we please add the ability to add a non-default Group because the ability to add a Default Group is pointless if the agent is not a member of this group yet since it's required for them to be a member of a group before you can make it their default group. Likewise, the ability to remove them from a non-default group. 

View comment · Posted Oct 17, 2022 · 000000 Danjoint

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000000 Danjoint created a post,

Post Feedback - Reporting and analytics (Explore)

Feature Request Summary: 

In Explore reports add a Row Notes attribute that is editable within the report so a free text note can be added for that row. 

Description/Use Cases: 

Similar to when you add a Comments/Notes column to your spreadsheet in Excel/Google Sheets so you can enter free text notes about that particular row data, it would be helpful to have this functionality as an attribute in Explore. This comes in handy when you're doing data validation, providing ticket feedback to Agents, etc. Often times when data validation is being conducted, the ticket is in a Closed status at that point so adding a custom ticket field and logging a note that way wouldn't work (let alone you'd have to wait for the report engine to update before it showed on the report.

My specific use case is for a complex SLA compliance report that we have to provide every month for a large Enterprise franchise client of ours. If there are tickets we want them to consider as an exception to SLA breaches (since we owe them service credits for certain breaches), it would be helpful to add that note to a Row Note attribute for that ticket/row.

Business impact of limitation or missing feature:

Loss of productivity due to increased manual work. A workaround, which I'm trying to implement now, is to do a custom attribute with a bunch of If Then Else statements. Other than that, I'd need to export the report and bounce back and forth between an external spreadsheet and Zendesk while doing the data validation, which is less than ideal.

Edited Oct 03, 2022 · 000000 Danjoint

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000000 Danjoint commented,

Community comment Feedback - Reporting and analytics (Explore)

Any updates on this one? It's impossible to properly manage custom data and attributes, let alone it' so time consuming trying to understand what you have created since there is no way to organize them (can they at least auto sort in alpha order?!). This was a big miss with the move from Insights (GoodData) to Explore. I honestly wish Insights would come back as it was so much easier to use and such a great tool!

View comment · Posted Oct 03, 2022 · 000000 Danjoint

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000000 Danjoint commented,

Community comment Q&A - Objects, workspaces, and rules

Not sure if this is what you're referring to, but I just submitted this feature request: https://support.zendesk.com/hc/en-us/community/posts/4995773607194-Recalculate-SLA-metric-when-ticket-priority-is-changed

View comment · Posted Oct 01, 2022 · 000000 Danjoint

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000000 Danjoint created a post,

Post Feedback - Ticketing system (Support)

Feature Request Summary: 

If a ticket's priority is changed, any SLA metrics associated with that ticket should recalculate, even if the SLA metric has been completed. 

Description/Use Cases: 

Often times an incorrect Priority will be set on a ticket and later changed to more accurately reflect actual ticket priority. A ticket may automatically be set to an Urgent or High priority ticket, but after further review it is later determined to be Normal or Low priority (or vice versa) and it will not recalculate first response time, requester wait time (resolution time), etc if the metric has already been met. We have triggers in place that set the Priority of a ticket based on various scenarios and we often err on the side of caution and set ticket priorities to Urgent or High to ensure they're reviewed right away. If the ticket priority isn't changed prior to that metric failing (often times Agents are hesitant to change a ticket priority, especially downgrading, so typically it isn't until a ticket is in the solved status before it's changed) then there is no way to go back and recalculate that metric. 

Business impact of limitation or missing feature:

It's reflecting an inaccurate view of Support SLA Achievement rate, which is especially detrimental if we have to provide service credits to customers for breached SLAs. We work in a fast paced Support environment and relying on a human to catch that the Priority field should be changed before it's too late. There's absolutely no wiggle room in recalculating a SLA metric once it's been completed. 

Posted Oct 01, 2022 · 000000 Danjoint

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000000 Danjoint commented,

Community comment Feedback - Ticketing system (Support)

My understanding is if the SLA metric has been completed, then changing the priority will not go back and recalculate the SLA metric, but someone at ZD can correct me if I’m wrong.

View comment · Posted Oct 01, 2022 · 000000 Danjoint

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000000 Danjoint commented,

CommentExplore basics

Is there a way to see when my data was last refreshed? We have Explore Enterprise. My understanding is it refreshes every hour from the time the last refresh ended. How can we see when that was? Thanks!

View comment · Posted Sep 15, 2022 · 000000 Danjoint

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