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simone secci

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Latest activity by simone secci
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    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

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    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...

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    simone secci created a post,

    Backlog vs solved tickets trendline

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    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...