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Jon Braga

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Activity overview

Latest activity by Jon Braga
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    Jon Braga commented,

    Curious if this is an accurate way to calculate the ratio of tickets submitted by a user. Same formula but add D_COUNT (Tickets), and then divide Tickets by Users. My only concern is month over mon...

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    Jon Braga created a post,

    Outbound SMS

    Answered

    Is there a way to create a new ticket and use the native Zendesk SMS capability as the channel? Alternatively, can we switch from an email response to SMS? It appears we can only send SMS when the ...

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    Jon Braga created a post,

    Explore Unique Contact Report

    Does anyone have an Explore report to track contacts by the unique customer? I saw there is an old post of how to do this in Insights

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    Jon Braga commented,

    This functionality existed in Explore several months ago but was taken out. I've got a queries that I setup 7 months ago where I receive an email daily. Now this report is orphaned because I have n...

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    Jon Braga created a post,

    Chat SLA report

    I am trying to build a report for daily Chat performance. One element of that report is to calculate the number of chats that has their first response within 45 seconds.  I've gotten close, but non...

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    Jon Braga commented,

    Is this measurement start when the caller is placed in queue, or when the call is first connected? I would hope the later but last week we changed our greeting message (it is longer now) and most o...

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    Jon Braga commented,

    Agree. We have created triggers to know about new replies, but it still isn't bullet proof.