simone secci
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Latest activity by simone secci-
simone secci commented,
Hi Brett,Thanks for your response.There is also a semi-accurate trigger that can be created starting from the titles of the most linked articles by agents.So the trigger automatically tags tickets ...
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simone secci commented,
I'm trying to create a more accurate version of this Guide metric:Knowledge Capture: Agent engagementI'm trying to understand what's the percentage of one touch tickets that contains a knowledge ca...
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simone secci commented,
Any way to use guide articles links as placeholders in triggers' text? I'm just looking for a plain hyperlink with text. Nothing fancy.Such as found in this messaging box I'm using for example. Tha...
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simone secci created a post,
Monthly average
AnsweredIs it possible to create similar queries to daily average created or solved but with different time attributes (weekly, monthly etc)?Specifically looking for queries recipes for:Avg replies mo. Avg...
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simone secci created a post,
Backlog vs solved tickets trendline
AnsweredWith reference to this article: https://support.zendesk.com/hc/en-us/articles/203661116-Understanding-backlog-evolution Is there an explore recipe to build a query for a trendline to show backlog v...