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Roberto Cassarino

Joined Feb 10, 2022

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Last activity Apr 26, 2024

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Latest activity by Roberto Cassarino

Roberto Cassarino created a post,

Post Q&A - Reporting and analytics

Hello, 

 

I tried to search for this but I'm not sure if it's actually something tricky to achieve or if it's just hiding in front of my eyes. 

I need to create a report to show trending issues week by week.

We have a multiselect field that is our custom tagging system. I need to create a report that weekly will show which values had the highest increase since the previous week, to spot potential trending issues.

 

i.e. if we got 3 tickets in week 15 for battery not charging and 10 tickets in week 16, I'd like to have a graph that shows it to me.

Basically, a sparkline graph but sortable for the highest increase (trend), and that shows me the increasing amount (i.e. +7 in the previous example).

Can you give me some advice on how to achieve this?

 

Thanks a lot everyone for your help!

Edited Apr 26, 2024 · Roberto Cassarino

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Roberto Cassarino commented,

CommentManaging Talk

Hi, 

In Zendesk Talk, if a line has a schedule for specific business hours, a call made outside business hours, but with an agent still online, will be routed to the voicemail or the agent will get the call?

Thanks

View comment · Posted Jun 29, 2023 · Roberto Cassarino

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Roberto Cassarino commented,

CommentExplore recipes

Hi,

thanks a lot, this is very helpful.

In our environment we're escalating tickets to "Tech Support" group from different groups, so from the formula I removed the "previous value" and now it looks like this (obviously I changed the group ID)

IF ([Changes - Field name] = "group_id" AND 
[Changes - Previous value] = "36000000xxxx" AND
[Changes - New value] = "3600000xxxxx") THEN
[Update ID]
ENDIF

When a tkt is updated, the "Tech Support" team assigns it back to the original owner, so I added a row with the Assignee name to see who's the owner of the escalated ticket.

However, I'm trying to see also the actual ticket IDs of the tickets but if I add the Ticket ID as a Row it shows all the tickets, regardless if they've been assigned to the group or not. 
How can I add the Ticket ID to the output to see how many and which tickets have been assigned to the specific group?

Thanks a lot!

View comment · Posted Feb 10, 2022 · Roberto Cassarino

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