Eric G. Gao
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Last activity
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Activity overview
Latest activity by Eric G. Gao-
Eric G. Gao commented,
Hi Rylan & Carmelo, As Brett mentioned above there is currently no standard metric/method in Explore that can capture the next reply time. However, the good news is that metrics such as next reply...
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Eric G. Gao commented,
Hi Amy, The ability to report across multiple datasets will be a key item on our roadmap for this year. In the meantime, we recommend subscribing to our Product Announcement page (https://support....
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Eric G. Gao commented,
Hi Chad, You are correct that the Update Channel attribute is only available in the Ticket Updates dataset, and not the Tickets dataset. If you were planning on using the Tickets dataset, we would...
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Eric G. Gao commented,
Hi Matt, Unfortunately there is not a native metric that captures transferred chats that later dropped. That said, you could potentially look into creating a custom metric with some logic involvin...
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Eric G. Gao commented,
Hi Heather, The Satisfaction tab, as well as the default satisfaction queries in Explore, will be looking at the ticket solved date (rather than the CSAT rated date). Explore currently does not ha...
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Eric G. Gao commented,
Hi Yoosuf, Thanks for reaching out. If you are on an integrated account (Support + Chat) then these APIs will not be accessible due to deprecation. If you are on a standalone Zopim instance and st...
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Eric G. Gao commented,
Thanks for sharing the example, David! In regards to the Pending status, it will be included in the "Unsolved tickets age" since it's essentially capturing the total time elapsed between the ticke...
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Eric G. Gao commented,
Hi Jane, The recipe will include all ticket assignments, including reassignments. So any reassigned tickets will be captured by the query accordingly. Warm Regards, Eric Eric G. Gao | Technical Su...
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Eric G. Gao created an article,
Service Incident - March 24th, 2021 - Chat visitor authentication issue
SUMMARY On March 24, 2021 from 16:31 UTC to 18:37 UTC, Zendesk Chat customers utilizing visitor authentication features may have experienced issues with chat visitors being unable to start a chat s...
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Eric G. Gao created an article,
Service Incident - March 24th, 2021
SUMMARY 16:28 UTC | 09:28 PT Our CDN experienced some network issues this morning that resulted in increased error rates and degraded performance for customers. The errors have subsided. If you are...