Christopher Rehn

Total activity 52
Last activity September 19, 2019 09:04
Member since May 10, 2017 10:57

Following 0 users
Followed by 0 users
Votes 23
Subscriptions 7

Activity overview

Latest activity by Christopher Rehn

Christopher Rehn commented, September 13, 2019 08:33
Hello! Is there any way, maybe through an app in Marketplace, where I can add and edit my own links to important features in our sidebar in Zendesk, the bar on the left side with "Home", "Views", e...
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- Christopher Rehn
- Created September 13, 2019 08:33
- 0 votes
Christopher Rehn created a post, March 04, 2019 14:42
Creating a metric for "% one-touch resolution"
1. Community
2. Support - Insights and Reporting Q&A
Hello! I am trying to build a metric that will give me a percentage of the tickets solved with a single reply. We wish to exclude all tickets solved with 0 touches, so basically I am trying to writ...
- Christopher Rehn
- Created March 04, 2019 14:42
- 4 followers
- 3 comments
- 0 votes
Christopher Rehn commented, February 26, 2019 08:03
Hi Amy! This seems to have done the trick, I am very thankful! :)
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- Christopher Rehn
- Created February 26, 2019 08:03
- 1 vote
Christopher Rehn created a post, February 25, 2019 09:55
Why did my SLA result change?
1. Community
2. Support - Insights and Reporting Q&A
Hello! I use a simple metric of "SLAs Achieved / (SLAs Achieved + SLAs Breached)" to get a percentage of comments solved within SLA. These are the metrics used for my own metric, I believe they ar...
- Christopher Rehn
- Edited February 25, 2019 12:09
- 4 followers
- 4 comments
- 1 vote
Christopher Rehn commented, February 22, 2019 12:05
Hmm, it seems the above does not work. Even in situations where there are multiple replies, it will only count one.
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- Christopher Rehn
- Created February 22, 2019 12:05
- 0 votes
Christopher Rehn commented, February 22, 2019 10:23
Thank you Daniel, that is very helpful! Using that, I have created a report that looks like this: SELECT IFNULL(COUNT(Ticket Id, Ticket Updates), 0) WHERE Ticket Status IN(Solved, Closed) AND Upd...
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- Christopher Rehn
- Created February 22, 2019 10:23
- 0 votes
Christopher Rehn created a post, February 21, 2019 15:23
Calculcate automations when posts are made via API
Answered
1. Community
2. Support - Insights and Reporting Q&A
Hello! We have two agents in our Zendesk platform that we refer as "Support Automations" and simply "Tech". These users post replies to our customers via API that feeds into our internal Admin page...
- Christopher Rehn
- Created February 21, 2019 15:23
- 3 followers
- 5 comments
- 1 vote
Christopher Rehn commented, September 18, 2018 08:41
Can we manage macros in bulk? I have some 30 odd macros belonging to a group that I want to make available for another group as well as rename them. Doing this one by one is painstaking.
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- Christopher Rehn
- Created September 18, 2018 08:41
- 2 votes
Christopher Rehn commented, September 05, 2018 11:10
How is this still not a solved issue? We need this.
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- Christopher Rehn
- Created September 05, 2018 11:10
- 0 votes
Christopher Rehn commented, June 07, 2018 08:53
This is a vital function. We need to be able to hide the chat whenever that suits us. +1 for the above.
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- Christopher Rehn
- Created June 07, 2018 08:53
- 1 vote