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Gerardo

Joined Oct 16, 2021

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Last activity Dec 29, 2023

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ACTIVITY OVERVIEW

Latest activity by Gerardo

Gerardo created a post,

Post Feedback - Reporting and analytics (Explore)

Hi whoever is able to reply to my question,

I am having trouble by creating an accurate report based on tags. 

Creating a group attribute with tags and using the D_Count Ticket metric doesnt help. 

Issue is that some Tickets have multiple tags of the Group created and for this reason are counted twice or more. 

Example.

Group A = Tag_1 Tag_2 Tag_3
Group B = Tag_4 Tag_5 Tag_6

Ticket contains Tag_3 and Tag_5 counts as 2 tickets for Group A and Group B

Also by separeting the tags they are counted twice for tickets. 

How can I count the number of tickets that contains multiple tags but not risking making it count mulitple times?

Posted Feb 10, 2023 · Gerardo

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Gerardo commented,

CommentMetrics, attributes, and filters

Hi, 

how are follow-up tickets considered in the one touch tickets? 

I have noticed that every ticket is counted separately.

The same for merged tickets.  I know that we can exclude merged tickets, but do we consider follow-up tickets. 

For me this should be not considered a one touch ticket. 

Main ticket= 1 customer message + 1 agent reply = ticket closed

Follow-up ticket= 1 customer message + 1 agent reply 

The above should not be considered one touch ticket, how do I calculate this?

View comment · Posted Dec 02, 2022 · Gerardo

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Gerardo commented,

CommentViewing and using dashboards

Hi there, 

Will there be an option to see the live data for SLA like breached and achieved or also by SLA metrics? 

Or is this already available?

View comment · Posted Oct 12, 2022 · Gerardo

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Gerardo created a post,

Post Feedback - Ticketing system (Support)

Hi, 

The audit section could have more filters by example filtering who did the action or on which account the action was made. 

Example scenario: 

Agents suspends an account or marks a tickets as spam. There is no way to identify who did this action. Unless you scroll the entire audit log list until you find something, but this can take some time. 

Posted Jul 26, 2022 · Gerardo

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Gerardo created a post,

Post Q&A - Objects, workspaces, and rules

Hi, 

Is there any workaround to create views based on SLA metrics?

Or conditions to add tags to tickets with SLA metrics?

Or anything that can be filtered in Zendesk support to identify which tickets is closed to be breached and which metric if Reply time or Solved time?


Any workaround? 

I was thinking to add a tag when agent replied to a ticket and remove it when customer reply. In this way we can filter with all tickets that still need a reply and attention from us. 

How would be that possible?

Posted Jul 22, 2022 · Gerardo

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Gerardo commented,

Community comment Feedback - Ticketing system (Support)

Hi, 

I agree to this, Ideal would have also a condition based on metrics example ticket SLA Next reply time breached or Agent working time breached. 

View comment · Posted Jun 21, 2022 · Gerardo

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Gerardo commented,

CommentMeasuring success

Hi there, 

Is there a way to filter the SLA for reply and solving time? 

Ideal would be to have a view for each. Or a to add a tag dedicated to one of both breached.

Or a way to prioritize one to another? 

Example for us might be important to reply time over the solving time when breached. 

Or to sort them based on metrics

View comment · Edited Jun 17, 2022 · Gerardo

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Gerardo commented,

Community comment Discussion - Tips and best practices from the community

Hi Heather Rommel,

We followed all the steps above and thank you for this powerful hint.

I have a question about this part

We get the error that the account is not authorized, we add the email of the Jira integration account created as service account, what is the token here to add? the one of the api connection the same as for the password?

The error

 

View comment · Edited Apr 28, 2022 · Gerardo

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Gerardo commented,

Community comment Q&A - Users, groups, and organizations

Hi @...,

Thanks a lot for the hint, I am very interested, but we are not using messaging, we still use chat. 

Therefor I believe, we can not participate, as it is in the requires. 

 

View comment · Posted Apr 08, 2022 · Gerardo

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Gerardo commented,

Community comment Feedback - Voice (Talk)

Hi, 

why no community moderator of Zendesk had some thoughts on this topic?

Can we get a feedback?

View comment · Posted Mar 29, 2022 · Gerardo

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