Stephen Fusco
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Activity overview
Latest activity by Stephen Fusco-
Stephen Fusco created an article,
Why can't I see most of the attributes when reporting on Backlog Tickets in Explore?
Question I am trying to report on the backlog of my account by using one of the backlog metrics located in the Backlog Tickets (Unsolved) folder but I am unable to use most of the attributes I see ...
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Stephen Fusco commented,
Hello Bill, Thank you for reaching out to us. Based on your screenshot it looks like you've selected the wrong dataset. You'd want to select the dataset called "Support: Ticket Events" from the lo...
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Stephen Fusco commented,
Hello Renee, Requester wait time is the combined time a ticket spends in the New, Open, and On-Hold statuses. This will also be a median if you use our default metric. This metric is an average o...
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Stephen Fusco commented,
Hello Capucine, Thanks for your question. Unfortunately, Guide was not designed to be used in isolation. Host mapping is a setting within the support interface and we are not able to enable this f...
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Stephen Fusco commented,
Hello Celicia, Unfortunately, ticket comment data is not synced with Explore. Ticket comments pose a particular challenge to our developers as that data is generally large and syncing it in an suit...
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Stephen Fusco commented,
Hey Nargiz, It should update within an hour or two. We need to sync the changes from our billing platform which is what can cause that delay.
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Stephen Fusco commented,
Hi Kamil, Great question! Unfortunately, we don't have any kind of internal note system in chat. However, agents can start chats with each other so they can share information before passing on a c...
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Stephen Fusco commented,
Hello Ritwik, Thank you for your question. Unfortunately, Zendesk does not have any integration with Google Sheets so the kind of exporting you're describing would not be possible easily. You can...
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Stephen Fusco commented,
Hello Jason, Unfortunately, a requester must be a specific user. An organization is just a group of users so they cannot be set as a requester. If what you're trying to do is send mass communicat...
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Stephen Fusco commented,
Hello Felix, Thank you for your feedback. Our engineers are working on fixing the issue you reported and I sincerely apologize for any frustration the delay in rolling out a fix has caused you. I ...