Eric Norris
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Total activity37
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Last activity
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Activity overview
Latest activity by Eric Norris-
Eric Norris created a post,
Show # of Archived tickets in the User Data app
Hello,We currently use the User Data app to get a quick look at how many tickets a customer has had with us. However, it does not include Archived tickets.Could we have it include Archived tickets?...
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Eric Norris commented,
We have recently expanded out some of our guide articles to include multiple languages. For Answer Bot to work properly, would we need to add labels that are translations of the labels we currently...
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Eric Norris commented,
Are there any plans to add Ticket Description to Explore?
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Eric Norris commented,
When trying to create a report that counts the number of public replies in a given week in Explore, I am getting a much higher count than I do in GoodData. This is what I am using:GoodData:- What: ...
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Eric Norris commented,
Hello, Scenario 2 sounds like it would solve an issue I have with AnswerBot. I have one product I would like to have AnswerBot respond about, but it picks up KB articles from other products in the ...
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Eric Norris commented,
Hi Graeme, Thanks for replying. However, I am looking to see if I can only see tickets that have been reopened after and agent Solves it. Using the built in metric, it will give me all open tickets...
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Eric Norris created a post,
Get number of Opens after Solve
Hello, I am looking to find a way to count how many tickets have been re-opened after an agent set a ticket to Solved. I tried making an updated version of the '# Reopens' and that looks like this:...
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Eric Norris commented,
That looks like what I want, that's awesome. I'll give it a try, thanks!
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Eric Norris created a post,
# of tickets by Subject line
Hello, I was wondering if it was possible to be able to report by the contents of the subject line. I have recently received a request to get a count of how many 1-5 star Google Play Reviews we hav...
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Eric Norris commented,
Is there a way to change the messaging of the buttons for Answer Bot depending on triggers? I have some products where my agents can't assist, but the customer can get help elsewhere. I am hoping t...