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Brandon Tidd

Certified Zendesk Administrator and Solutions Architect for 729 Solutions. Born and raised in Cleveland, Ohio. Lover of life, and cats.

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Activity overview

Latest activity by Brandon Tidd
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    Brandon Tidd commented,

    1. Explore
    2. ...
    3. Performing calculations
    4. Creating standard calculated metrics and attributes

    Hi Taline Moroyan, This article should get you pointed in the right direction, specifically: Hope this helps! Brandon Tidd729 Solutions

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    Brandon Tidd commented,

    1. Explore
    2. ...
    3. Explore recipes
    4. Explore recipe: Reporting on first reply time

    Hi Ilaria - Thanks for writing in - my suggestion would be to leverage the filter - Ticket Created - Date (opposed to week of year).  Hope this helps! Brandon Tidd729 Solutions

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    Brandon Tidd commented,

    1. Community
    2. Explore Q&A
    3. Top 5 Fields per Month

    Hi Christina -   Thanks for the additional information!  Have you tried adding a date filter to your query?  That might solve your problem.  Hope this helps! Brandon Tidd729 Solutions

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    Brandon Tidd commented,

    1. Explore
    2. ...
    3. Building queries
    4. Metrics and attributes for Zendesk Talk

    Jeremy Clanton -  Jumping off Katie Dougherty's post, there may be a way to back into this data leveraging Call Leg Data.  That is to say, data tied to a specific part of a call leg.  Doing some te...

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    Brandon Tidd commented,

    1. Support
    2. ...
    3. Workflows
    4. About triggers and how they work

    Hi Elizabeth Phelan... Guessing you're the account owner?  I found out my name was being tied to outbound emails via a Trigger as well - changed my "Alias" to Support Team - problem solved.  Hope t...

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    Brandon Tidd commented,

    1. Community
    2. Talk Q&A
    3. Covid IVR menu as greeting

    Hi Sadie Sumner - There are a couple of steps you need to take here.  First, you'll want to make sure your greetings are recorded as an IVR greeting. Then you'll need to make sure you assign your I...

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    Brandon Tidd commented,

    1. Community
    2. Talk Q&A
    3. Voicemail during business hours?

    Hi SILVAN FREY - You have a couple options here.  When your agents are online, you can set the max queue wait time to 1 minute. You can also choose how long each agent is offered a call: If all a...

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    Brandon Tidd commented,

    1. Talk
    2. ...
    3. Managing Talk
    4. Routing incoming calls to groups of agents (Talk Team, Professional, and Enterprise)

    Hi Grace Maher, That's a pretty unique work around!  Unfortunately, I believe talk volume will take priority over grouping in this case.  That is, if the primary agent isn't available, the secondar...

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    Brandon Tidd commented,

    1. Community
    2. Support Q&A
    3. Setting up automatic ticket reponses

    Hi Ihab Rashid, There is one work around you can try via extensions.  Those instructions can be found here but, as Graeme Carmichael noted, proceed with caution. Brandon Tidd729 Solutions

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    Brandon Tidd commented,

    1. Community
    2. Explore Q&A
    3. Top 5 Fields per Month

    Hi Christina -  Thanks for writing in.  Would you be able to share details or a screen shot of how your currently pulling the data in Explore?  We might be able to just tweak your settings slightly...

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