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Alberto Gugel

Joined Mar 04, 2022

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Last activity Dec 28, 2023

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ACTIVITY OVERVIEW

Latest activity by Alberto Gugel

Alberto Gugel commented,

Community comment Q&A - Objects, workspaces, and rules

Hi there and thanks to anyone who contributed. I apologize for being extremely late to reply; I somehow forgot about it.

My goal is to provide the user of one of the custom Explore dashboards I developed with the time to the next SLA breach, ticket by ticket, at the time of when the data were extracted (which is considered sufficiently accurate). As a consequence, I think I cannot act on Zendesk Views.

From what you all have written, I deduce this is simply not feasible. Am I right? 

View comment · Posted Oct 21, 2022 · Alberto Gugel

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Alberto Gugel created a post,

Post Q&A - Objects, workspaces, and rules

Hi there, is it possible to compose a view based on SLAs data? In other words, is it possible to compose a view with, at least, the following fields?

  • Ticket
  • Ticket status
  • Policy name
  • Metric
  • Metric status
  • Target
  • Target status

Posted Jul 01, 2022 · Alberto Gugel

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Alberto Gugel created a post,

Post Q&A - Reporting and analytics

Hi there, I'm working on a clone of Zendesk Support dashboard and I'm wondering if there is a way to change the default time filter, which is set to 30 days backwards.

Thanks

Posted Jun 08, 2022 · Alberto Gugel

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Alberto Gugel created a post,

Post Feedback - Reporting and analytics (Explore)

Hi there, how is data segregation intended and implemented in Zendesk Explore?

Is there any way that we can make each end user see potentially different data, perhaps by Ticket Group or Assignee, for example? So UserA sees "IT Support" group related tickets, while UserB sees both "IT Supprort" and "Customer Service"?

 

Thanks

Edited Jun 08, 2022 · Alberto Gugel

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Alberto Gugel created a post,

Post Developer - Zendesk APIs

Hi there, I'm using the ticket_metric_events endpoint and I'm willing to, somehow, reproduce the SLAs dataset through APIs.

I'm studying the result data layout but I don't understand the meaning of the "measure" event type? What does it mean?

Thanks 

Posted May 02, 2022 · Alberto Gugel

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Alberto Gugel commented,

Community comment Feedback - Admin Center

Last question: what if the ticket is suspended? Does the update "tag" trick work as well? 

View comment · Posted May 02, 2022 · Alberto Gugel

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Alberto Gugel commented,

Community comment Feedback - Admin Center

Basically, among the number of dates, the SLAs dataset contains two apparently similar dates, Ticket update date and SLA update date, and I was wondering which of these is getting the update after a tag is added.

I'll simply try and see the result.

View comment · Posted May 02, 2022 · Alberto Gugel

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Alberto Gugel commented,

Community comment Feedback - Admin Center

Hi Pedro Rodrigues and thanks for responding.

Here is what I intend:

Ticket 2832 is evaluated against two different policies. I think this is due to the fact that one metric was already completed/achieved when the new policies were created. Am I right? Please, consider we are looking at the SLAs dataset (i.e. Zendesk Explore).

Interesting the idea of applying a tag to trigger the sla/ticket update, but will it move the Ticket update or the SLA update date?

 

Thanks

View comment · Edited May 02, 2022 · Alberto Gugel

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Alberto Gugel created a post,

Post Feedback - Admin Center

Hi there, we have recently created a bunch of new SLA policies, and now there are tickets associated with more than one policy. We understand this may be normal, but we would like to understand how this happens as well. Which are the rules? How do we have to expect this new policy "distribution" to happen?

Thanks

Posted May 02, 2022 · Alberto Gugel

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Alberto Gugel commented,

CommentViewing and using dashboards

Great! Very helpful.

View comment · Posted Apr 21, 2022 · Alberto Gugel

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