Carlos Navarro
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Last activity
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Activity overview
Latest activity by Carlos Navarro-
Carlos Navarro commented,
Hi, Diego. While I can see this post in our Spanish help center, I also see that your question is in English so I hope you don't mind if I answer in kind. I'm sorry, but we don't have an attribute ...
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Carlos Navarro created an article,
Why am I not seeing any reply time metrics from my Facebook tickets?
Question Why am I not seeing any reply time metrics from my Facebook tickets? Answer A likely cause is that replies on these tickets were initiated from inside of the Facebook account, instead of ...
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Carlos Navarro created an article,
How can I create a view that differentiates Facebook posts from private messages?
Question How can I create a view for Facebook tickets that differentiates wall posts from private messages? Answer In your views, the Channel column does not differentiate between tickets that co...
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Carlos Navarro commented,
Hi, Stian, Instructions for scheduled deliveries of dashboards via email can be found here, and you can create a dashboard with just a single query if that's all you want to share. If you need to c...
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Carlos Navarro commented,
Hi, Renald. I've opened a ticket to discuss this some more in private. Hope you got my message via email.
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Carlos Navarro commented,
Hi, Martin. We do have a metric called Requester wait time (min), which measures the number of minutes a ticket spends in the New, Open, and On-hold statuses, which is generally when you're custome...
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Carlos Navarro commented,
Hi, Katie. I believe this Explore article could be what you're looking for: Explore recipe: Reporting on first reply time Please let me know if you have any further questions. Thanks!
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Carlos Navarro commented,
Hi, Stacia. You could try building custom metrics in Explore utilizing the tag knowledge_capture_flagged_article. The following article should give you the basics on how to report on tickets withou...
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Carlos Navarro created an article,
Why don't my shortcut placeholders work on Chat triggers?
Question I use placeholders in my shortcuts in Zendesk Chat. However, when I add them to a Chat trigger that uses a condition that delivers a message to a user, such as Send message to visitor, the...