Todd Zabel
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Activity overview
Latest activity by Todd Zabel-
Todd Zabel created a post,
Create a GoodData report for first response time by hour
You will need to create 4 custom metrics for this report. Here are the metrics you might create for this: SELECT # Solved Tickets WHERE (SELECT First Reply Time (min) [Avg] BY Ticket Id ) < 60...
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Todd Zabel created a post,
Create a GoodData report for average time to first response for solved tickets
Here are the report parameters: What Solved Tickets First Reply Time How Week / Month / Year, etc. (whatever you want) Filter Ticket Id where # MY TAG is equal to 1 This is a cu...
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Todd Zabel created a post,
CS / Engineering Cooperative Transactions
Support Philosophy As an start-up enterprise software company, we work very hard to cultivate and nurture long-term relationships with our client organizations. Support data is presented at every Q...
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Todd Zabel created a post,
GoodData tip: Track your rate of repeat ticket submitters
If you want to track the extent to which customers submit multiple tickets (possibly a good barometer for CSAT, product quality and/or help site effectiveness) you can give this report a try. It ha...
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Todd Zabel commented,
@Justin - I had to do some analysis when I reorganized them in this fashion so that the logical ordering wasn't disturbed. Actually, I think the reorganization helped make the ordering a bit more l...
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Todd Zabel commented,
That's a great idea. Another helpful technique (mentioned elsewhere in this community) is to create placeholder triggers to separate the sections. For example: //// NOTIFICATIONS //// You can s...
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Todd Zabel commented,
I'll list all our customer touch points for forum evangelization and knowledge syndication: dedicated page on marketing site with links to articles agent signatures in Zendesk Facebook Zendesk kn...