Gerardo

Total activity

150
Last activity

April 21, 2023 07:58
Member since

October 16, 2021 11:30
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Votes

63
Subscriptions

39

Activity overview

Latest activity by Gerardo

Gerardo created a post, February 10, 2023 12:43
Count number of tickets with multiple tags
1. Community
2. 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. ...
- Gerardo
- Created February 10, 2023 12:43
- 2 followers
- 1 comment
- 1 vote
Gerardo commented, December 02, 2022 18:49
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,...
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- Gerardo
- Created December 02, 2022 18:49
- 0 votes
Gerardo commented, October 12, 2022 08:14
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?
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- Gerardo
- Created October 12, 2022 08:14
- 0 votes
Gerardo created a post, July 26, 2022 08:02
More audit log filters
Answered
1. Community
2. 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 ...
- Gerardo
- Created July 26, 2022 08:02
- 5 followers
- 2 comments
- 1 vote
Gerardo created a post, July 22, 2022 13:15
Filter view SLA metrics
Answered
1. Community
2. Zendesk Suite Q&A
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 ticke...
- Gerardo
- Created July 22, 2022 13:15
- 2 followers
- 1 comment
- 1 vote
Gerardo commented, June 21, 2022 09:28
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.
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- Gerardo
- Created June 21, 2022 09:28
- 0 votes
Gerardo commented, June 17, 2022 14:02
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 a...
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- Gerardo
- Edited June 17, 2022 14:04
- 0 votes
Gerardo commented, April 28, 2022 07:46
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 ...
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- Gerardo
- Edited April 28, 2022 07:47
- 1 vote
Gerardo commented, April 08, 2022 07:40
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.
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- Gerardo
- Created April 08, 2022 07:40
- 0 votes
Gerardo commented, March 29, 2022 12:37
Hi, why no community moderator of Zendesk had some thoughts on this topic? Can we get a feedback?
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- Gerardo
- Created March 29, 2022 12:37
- 8 votes