Andrew Forbes
Principal Product Marketing Manager, Zendesk Explore & Release Marketing
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Activity overview
Latest activity by Andrew Forbes-
Andrew Forbes commented,
Hi Mariliam Enhancements to Guide datasets (knowledge base & search reporting) are on the Explore roadmap. We can update you once we have a confirmed timeline. To echo Rob, the current Knowledge/Se...
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Andrew Forbes commented,
Hi all - This feature is going to go into early access in the next couple weeks! You can sign up here: https://support.zendesk.com/hc/en-us/articles/360036743314
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Andrew Forbes commented,
Hi Carl, There are two ways to fix this. 1. Multiply your result by 100 (if you're looking for a percentage) 2. Go into Chart Configuration -> Display Format -> and from here you can change the ...
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Andrew Forbes commented,
Hi Ayal - This could likely be accomplished using a "Change Attribute" filter on your dashboard. You can read more here about how these filters work: https://support.zendesk.com/hc/en-us/article...
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Andrew Forbes commented,
Hi Fabio - This is possible today by adding a "Metric filter" to your dashboards. See below:
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Andrew Forbes created an article,
Explore recipe: Creating weekly date buckets
This recipe shows you how to display your weekly data in date buckets rather than just showing the individual week number. What you'll need Skill level: Medium Time required: 20 mins Zendesk Expl...
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Andrew Forbes created an article,
Explore recipe: Displaying tickets answered within different time brackets
This Explore recipe shows the percentage of tickets being replied to in different time brackets, for example, tickets replied to within one hour. You can then use this to compare different groups...
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Andrew Forbes created an article,
Explore recipe: Calculating estimated cost of service
How much does it cost your support team to tackle questions about various issue types or how much time do you spend on various customers? In this report, you'll use data collected by the Zendesk ...
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Andrew Forbes commented,
Hey Anton - Yes, there are some REGEX functions that would work well to extract fields here. You can also use the function CONTAINS(). Our team is working on an article, but here's a head start:...
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Andrew Forbes commented,
Hey Terry, You can build out some custom metrics to track weeks that start on Sunday. The formula looks something like: START_OF_WEEK_SUNDAY(_date). We don't currently have it on the roadmap f...