Jacky Feng
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Activity overview
Latest activity by Jacky Feng-
Jacky Feng commented,
Hi Andrei, I'm happy to have a further look but would need to see some screenshots of your report + metric configurations. Thanks.
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Jacky Feng commented,
Hi Andrei, try creating a new # Ticket Updates metric. Instead of: SELECT COUNT(Ticket Updates, Ticket Text Field Change) Make the new one as: SELECT COUNT(Ticket Updates) I believe this should wor...
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Jacky Feng commented,
To add to this discussion, I can understand why Zendesk has made the functionality mandatory on Solve only. Because that's when the ticket has supposedly been resolved and therefore all the mandat...
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Jacky Feng commented,
Not the most eloquent way of solving the problem but you can achieve similar functionality with triggers and automations. Trigger solution: If Status is changed to ________ AND (Mandatory Field 1 i...
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Jacky Feng created a post,
How to preserve historical time spent data when an agent is promoted to another group?
Hi, all of our agents currently belong to the following groups: Level 1, Level 2 and Level 3. I need to know how much time each group spends working on tickets, and the way I do it is by creating m...
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Jacky Feng commented,
Hi, trying to access this link from this article but it says I'm not authorised: https://chat.zendesk.com/hc/en-us/articles/217802018
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Jacky Feng commented,
Amazing, thank you so much for the quick response Graeme! I'll try this now!!
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Jacky Feng created a post,
How can I make a report that shows me all the tickets of a list of users?
Hi, I have a list of around 500 users who I need to analyse the tickets of. I have all of their email addresses. I have also tagged the users with a special user tag. Am I able to create a report t...
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Jacky Feng commented,
Thank you so much! I was trying to figure out how to filter a metric by a metric for ages but couldn't. Perhaps a good opportunity for a new help centre article? Thanks!! :-) Follow up question ...
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Jacky Feng commented,
How can I use Prev/New value twice in the same statement? E.g. Prev value (status) = open AND New value (status) = on hold AND Prev value (group = L1) AND New value (group = L2) Not a real example ...