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Philippa Booth

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Activity overview

Latest activity by Philippa Booth
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    Philippa Booth created an article,

    Explore recipe: Creating run rate calculations

    A run rate calculation helps you to determine how far towards a target you are and estimate your projected results on the target date. In this Explore recipe, you'll work through an example of a ...

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    Philippa Booth created an article,

    Explore recipe: Taking dashboard filters and bookmarks to the next level

    This recipe demonstrates you how can use dashboard filters to quickly change configurations on dashboard reports. You can then save different configurations as bookmarks. Bookmarks enable dashboa...

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    Philippa Booth commented,

    Hi Joost In the mean time, you can use Google Analytics to track traffic over your help centre and articles, eg with the users and pageviews metrics.   

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    Philippa Booth commented,

    Official comment

    Hi Russell The easiest way to do this is to put the [ticket group] on rows, select the group you want, and then use a result path calculation to show the % of total on rows. Then you can go into th...

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    Philippa Booth commented,

    Official comment

    Hi Chen Check that all the results for the attributes you have on rows are selected - otherwise you might be missing one or two! This can happen if new results appear in the dataset after the query...

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    Philippa Booth commented,

    Hi Josue You can change the presentation of numbers, eg from number of tickets to % of total, using a result path calculation, from our result manipulation menu In your example, you would set the q...

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    Philippa Booth created an article,

    Explore recipe: First reply time heatmap

    A heatmap is a great way to see your team’s effectiveness at different times in a very compact way. If you have set up business hours in Zendesk, you can customize this query to reflect that. Thi...

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    Philippa Booth created an article,

    Explore recipe: One-touch tickets

    In this Explore recipe, you'll discover how to create a report that shows one-touch tickets. These are tickets that were solved with only one agent reply. This report is a great way to gain conte...

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    Philippa Booth created an article,

    Explore recipe: Ticket creation heatmap

    A heatmap is a great way to see activity at different times in a compact and easy to read way.  What you'll need Skill level: Easy Time Required: 15 minutes Zendesk Explore Professional or En...

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    Philippa Booth commented,

    Hi Mary You can easily create this using the Support: Tickets, Users, Organisations connection. Here, you will find that the metric 'Incidents' has already been set up, which you can use with the ...