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Rob Stack

  • Total activity 638
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Activity overview

Latest activity by Rob Stack
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    Rob Stack commented,

    Hi Sara, one way you could do this would be to set up a standard calculated attribute that tests for the assignee names you want. This would look something like this (add a new "ELIF" line for each...

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    Rob Stack commented,

    Hi, we've just added a new recipe that uses the Ticket Updates dataset to help you determine how long a ticket spends in a specific group before it's moved to another group - Reporting on the durat...

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    Rob Stack commented,

    Hi Fiona, I can at least partially reproduce this. When I click on the Search tab, I see the chart come up, but see no search string. If I then click inside one of the boxes (for example where you ...

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    Rob Stack created an article,

    Explore recipe: Reporting on the duration of fields

    In this Explore recipe, you'll learn how to measure how long some of your ticket fields were set to a certain value. This gives you the tools to answer some important business questions like: Wh...

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    Rob Stack commented,

    Hi everyone. We've just added a new recipe for Support Enterprise customers using skills-based routing. This recipe contains four queries that help you report about your use of the feature. - Analy...

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    Rob Stack created an article,

    Explore recipe: Analyzing skills-based activity

    Skills-based routing in Zendesk Support Enterprise enables you to create and associate skills with individual agents. For example, you could assign the skill "French" or "German" to an agent who ...

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    Rob Stack commented,

    Hi Celia, thanks again for your feedback. Here are the changes I’ve made in response: I’ve left “Requires MAQL” in. It’s an important point of distinction to folk who might be using Insights now a...

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    Rob Stack commented,

    Hi Thomas, I can tell you this is planned, but there isn't a release date for it yet. We'll let you know in our Announcements section as new features are added to Explore - https://support.zendesk....

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    Rob Stack commented,

    Hi Hari and Moshe, I've updated the article to make it clear that people with the Viewer role can only see dashboards that have been shared with them. This includes the pre-built dashboards supplie...

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    Rob Stack commented,

    Hi Celia, firstly, thanks for spotting the error about MAQL which I've now corrected! We did make a number of changes to this article to consolidate and remove a number items following feedback. I ...