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Joanna W

  • Total activity
    34
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Activity overview

Latest activity by Joanna W
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    Joanna W created a post,

    Ability to create metric categories

    1. Community
    2. Feedback on Explore

    Our team relies heavily on tags when it comes to our reporting. As a result we build a significant amount of custom metrics which all land in "Custom metrics" category. Would there be a possibility...

    • Joanna W
    • Created
    • 3 followers
    • 2 comments
    • 3 votes
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    Joanna W created a post,

    Managing existing tags

    Answered
    1. Community
    2. Support Q&A

    Hello Team, I'd like to ask about the possibility of seeing all existing tags in the system and how to review and manage them. In Tags section in Support we can only see the 100 most popular ones, ...

    • Joanna W
    • Created
    • 4 followers
    • 1 comment
    • 2 votes
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    Joanna W created a post,

    Creating and storing custom metrics

    Answered
    1. Community
    2. Feedback on Explore

    Hello team!  In order to use include and not_include options w need to build a lot of standard calculated metrics. Is there a possibility to create new metric fields to organize them more efficient...

    • Joanna W
    • Created
    • 2 followers
    • 1 comment
    • 1 vote
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    Joanna W created a post,

    Reporting on all ticket tags

    Answered
    1. Community
    2. Explore Q&A

    Helo Team!  I'd like to ask about the possibility of seeing all tags applied to a specific ticket at once.  Example: there are tickets tagged "customer_cancellation". Upon filtering, I'd like to se...

    • Joanna W
    • Created
    • 3 followers
    • 1 comment
    • 0 votes
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    Joanna W commented,

    1. Community
    2. Feedback on Explore
    3. Will Explore include actual ticket comments?

    +1 It's crucial for our reporting on voice of our customers as well.

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    Joanna W commented,

    1. Cross Product
    2. ...
    3. Using the Zendesk Agent Workspace
    4. Migrating to the Zendesk Agent Workspace

    Hi Team. The migration of groups was launched today ( which we weren't aware will happen) and currently we have serious issues with our chat availability. Upon trying to start chat on the widget we...

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    • Joanna W
    • Created
    • 7 votes
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    Joanna W commented,

    1. Community
    2. Explore Q&A
    3. Moving reports from Insight to Explore

    Thank you very much for your answer Eric.  I'm also using the exclusion logic to calculate such metrics as first reply time and CSAT( for tickets with and without a specific tag). Is there a workar...

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    • Joanna W
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    Joanna W created a post,

    Moving reports from Insight to Explore

    Answered
    1. Community
    2. Explore Q&A

    Hello Team,  Is it possible to move reports prepared in Zendesk Insight to Explore queries? Especially if they are from one dataset or reporting on tags?  Thank you in advance!

    • Joanna W
    • Created
    • 3 followers
    • 3 comments
    • 0 votes