simone secci

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10
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November 17, 2020 19:37
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August 23, 2019 13:30
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Activity overview

Latest activity by simone secci

simone secci commented, August 25, 2020 10:00
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
- Created August 25, 2020 10:00
- 0 votes
simone secci commented, July 31, 2020 14:02
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
- Created July 31, 2020 14:02
- 0 votes
simone secci commented, October 08, 2019 13:25
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 October 08, 2019 13:25
- 0 votes
simone secci created a post, August 27, 2019 14:31
Monthly average
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1. Community
2. Explore Q&A
Is 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...
- simone secci
- Created August 27, 2019 14:31
- 4 followers
- 1 comment
- 0 votes
simone secci created a post, August 23, 2019 13:30
Backlog vs solved tickets trendline
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2. Explore Q&A
With 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...
- simone secci
- Created August 23, 2019 13:30
- 4 followers
- 1 comment
- 1 vote