Jessica Blake
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Activity overview
Latest activity by Jessica Blake-
Jessica Blake commented,
Hi Danie, The page that a chat was initiated from is not data that is available in the Chat dataset per the documentation here. I did come up with an idea for you on how you could track this howeve...
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Jessica Blake commented,
Hi Jakob, You might find it easier to get the information you are after in the Backlog history [default] dataset. This dataset will show you the number of unsolved tickets at any given date. Check ...
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Jessica Blake created an article,
Explore Recipe: Percentage satisfaction score based on agent replies
In this Explore recipe, you'll learn how to create a query that shows the satisfaction score rating percentage for tickets that were one-touch, two-touch and multi-reply solves. What you'll ne...
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Jessica Blake created an article,
Explore Recipe: Average replies per ticket for each agent per day
In this Explore recipe, you'll learn how to create a query that counts the average number of replies and agent makes for each ticket on a daily basis. What you'll need Skill level: Moderate ...
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Jessica Blake created an article,
Explore Recipe: Breaking down tickets created by time period
In this Explore recipe, you'll learn how to create a query that breaks down how many tickets are being created in certain time periods. In this example, you'll be able to report on tickets create...
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Jessica Blake created an article,
How can I move an Explore query from one dataset to another?
Question How can I move an Explore query from one dataset to another? Answer In order to move your query across to another data set, you'll need to clone the query. In Zendesk Explore, click Que...
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Jessica Blake created an article,
Why are my call metrics not adding up properly in Insights?
Question Why is the sum of declined, missed, accepted, and abandoned Talk calls not equal to the number of inbound calls in Insights? Answer Phone calls are made up of various call legs (parts). ...
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Jessica Blake commented,
Hi Adnan, Thanks for reaching out in our community! The simplest way to achieve this would be to use filters within a query to show the tickets created that day. Please check out the screenshot bel...
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Jessica Blake commented,
Hi VK, Thanks for reaching out in our community! Based on the information you have provided so far you should be able to create a query (or possibly multiple queries) that meet your needs. The reas...
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Jessica Blake commented,
Hi Sarah, I did a quick check on this, and the reason that some ticket updates won't include the country would be because in some cases Zendesk wouldn't be able to identify the country the update c...