Christopher Rehn
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Activity overview
Latest activity by Christopher Rehn-
Christopher Rehn created a post,
Creating a metric for "% one-touch resolution"
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...
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Christopher Rehn commented,
Hi Amy! This seems to have done the trick, I am very thankful! :)
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Christopher Rehn created a post,
Why did my SLA result change?
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 belie...
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Christopher Rehn commented,
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 commented,
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 a post,
Calculcate automations when posts are made via API
AnsweredHello! 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...
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Christopher Rehn commented,
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 commented,
How is this still not a solved issue? We need this.
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Christopher Rehn commented,
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 commented,
This is certainly a valid function. As it stands, we've come to the conclusion that any customer data older than X years is unnecessary for us. We would like that data to automatically be deleted a...