Christopher Rehn

Total activity 48
Last activity March 08, 2019 09:08
Member since May 10, 2017 10:57

Following 0 users
Followed by 0 users
Votes 22
Subscriptions 5

Activity overview

Latest activity by Christopher Rehn

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
- 2 followers
- 1 comment
- 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 belie...
- Christopher Rehn
- Edited February 25, 2019 12:09
- 3 followers
- 2 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...
- 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, May 22, 2018 13:56
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...
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- Christopher Rehn
- Created May 22, 2018 13:56
- 0 votes
Christopher Rehn commented, April 03, 2018 13:23
I'd love an Instagram integration, but $40 per account seems excessive. Can a proper Instagram integration be added for Zendesk?
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- Christopher Rehn
- Created April 03, 2018 13:23
- 1 vote