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yove suwarangi
Joined Jul 07, 2022
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Last activity May 24, 2023
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Latest activity by yove suwarangi
yove suwarangi created a post,
Referring to my previous ticket #11498483, I was asked to post this on the Community Page.
Let me explain the condition first:
The flow of tickets that run in my company is that one messaging ticket (IG DM, FB DM, Twitter DM) can change assignee depending on how often the customer interacts with us. Every reply from the agent; it will be set solved immediately. Then if the customer replies, the ticket will re-open and be picked up by another agent. So there are many changes to the assignee name. But unfortunately, the available report on Messaging Dataset only reads the interaction on the last assignee, and there's no "Updater Name" attribute, so we can't have a valid productivity calculation.
We've also tried the Updates History Dataset. Still, since our goal is to see the number of agent interactions on tickets that involve comments only, Messaging interaction isn't detected as public comments or internal comments, so the numbers only appear if the agent interacts on the email channel and Social Media comments only. As for interactions on messaging (IG, FB, Twitter DM) are illegible.
We've also tried this formula on Updates History Dataset:
IF ([Changes - Field name] = "Total time spent (sec)") and NOT INCLUDES_ANY([Ticket tags], "zopim_chat_missed")
THEN
IF ([Changes - Previous value]=NULL OR [Changes - Previous value]="")
THEN NUMBER([Changes - New value])
ELIF (REGEXP_MATCH([Changes - New value], "[0-9]+") AND REGEXP_MATCH([Changes - Previous value], "[0-9]+"))
THEN(NUMBER([Changes - New value])-NUMBER([Changes - Previous value]))
ENDIF
ENDIF
However, this formula shows all agent updates, including if the agent has no interaction with customers. While the productivity that we want is to calculate only if the agent interacts with customers in the form of conversations or comments in tickets.
So, we currently still need a solution related to this.
Posted May 24, 2023 · yove suwarangi
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yove suwarangi created a post,
Currently, Zendesk only provides default metrics for counting the age of unsolved tickets during calendar days. This article https://support.zendesk.com/hc/en-us/articles/4408825749786-Explore-recipe-Filtering-reports-by-business-hours can only look at the number of tickets received during business hours. However, that metric doesn't count the age of the business days and is still not enough for me.
I hope you can customize more on this for business days. It's almost the same but only counts the calendar days:
(IF ([Ticket status - Unsorted] != "Solved" AND [Ticket status - Unsorted] != "Closed")
THEN DATE_DIFF(NOW(), [Ticket created - Timestamp], "nb_of_days")
ENDIF)
We need to see how many business days for unsolved tickets. We have to report it to our regulator per 3 months. All this time, we are so manual in excel, and it's so unpractical with time and effort, especially when dealing with thousands of tickets. Hope to hear the good news asap. Thanks!
Posted Jul 25, 2022 · yove suwarangi
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yove suwarangi commented,
Hi,
Is there a way to automatically change the follow-up ticket requester to the user who performed the action, not the original requester of the closed ticket? We need this condition to create a follow-up ticket from a closed side conversation ticket (for internal purposes and not involve end-users). Thanks.
View comment · Posted Jul 07, 2022 · yove suwarangi
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