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Chandra Robrock

Support Specialist Lead at FullStory

Community Moderator
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Activity overview

Latest activity by Chandra Robrock
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    Chandra Robrock commented,

    I found an older post that suggests this could happen if your team has only recently started using the Knowledge Capture app and, as a result, there isn't any data for the Knowledge Capture app dat...

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    Chandra Robrock commented,

    It looks like there might be an additional filter applied for your Sum of Tickets Created Each Hour (Q3) query. If you check the very bottom of that query, you should see 'Restrict (tickets_created...

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    Chandra Robrock commented,

    Without being able to see the actual ticket in your instance, it might be a bit difficult to troubleshoot this, which is why Zendesk's Support team might be the better route to go on this one since...

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    Chandra Robrock commented,

    Trevor Kanaya Try using the following formula instead with a slightly different date format: DATE_GREATER([Ticket created - Date],"2021/07/30")

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    Chandra Robrock commented,

    Hey Sara - There is a way to create a standard calculated attribute based on a numeric ticket field that I've found extremely helpful for the exact reason you described.  Here's the formula I use: ...

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    Chandra Robrock commented,

    Hi Parth - You could achieve the results you're looking for by building a standard calculated metric. Here's the formula for the metric I use in order to understand the number of days since a ticke...

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    Chandra Robrock commented,

    Got it! Since you're adding that tag manually rather than via a different automation (i.e. your 'Pending 7 days - solve' automation), you should really just need to ensure that the nosurvey tag is ...

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    Chandra Robrock commented,

    Thanks for passing these along! From what I can tell, it doesn't appear that any of these automations are adding the nosurvey tag. Out of curiosity, how are you adding this nosurvey tag to these ol...

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    Chandra Robrock commented,

    In the meantime, I did notice one small thing that you will want to update on these automations specific to the Tags condition. When including multiple tags in Automations, you'll want to use space...

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    Chandra Robrock commented,

    Thanks for passing these screenshots along! Since I’m unable to see the Actions that are being done for each of those automations, would you mind confirming that you have an action to add the nosur...