Alberto Gugel

1. Community
2. Zendesk Suite Q&A

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...

• Alberto Gugel
• Created July 01, 2022 09:34
• 3 followers
• 1 comment
• 0 votes

1. Community
2. 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, f...

• Alberto Gugel
• Edited June 08, 2022 21:16
• 2 followers
• 1 comment
• 0 votes

1. Community
2. Zendesk Suite Q&A

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

• Alberto Gugel
• Created June 08, 2022 21:15
• 2 followers
• 1 comment
• 0 votes

1. Community
2. 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...

• Alberto Gugel
• Created May 02, 2022 16:04
• 2 followers
• 1 comment
• 0 votes

1. Community
2. Zendesk Suite Q&A

Hi there, we have a fairly old ticket whose SLA policy has recently changed (days ago), but we keep seeing the old one when looking at it from Zendesk Explore. What could be the reason? Ticket is s...

• Alberto Gugel
• Created May 02, 2022 14:37
• 2 followers
• 5 comments
• 0 votes

1. Community
2. 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...

• Alberto Gugel
• Created May 02, 2022 10:12
• 1 follower
• 6 comments
• 0 votes

1. Community
2. Developer - Zendesk APIs

Hi there, is there an up-to-date list of endpoints supporting pagination? This (https://support.zendesk.com/hc/en-us/articles/4408846180634-Introducing-Pagination-Changes-Zendesk-API) dates back to...

• Alberto Gugel
• Created April 15, 2022 17:31
• 3 followers
• 3 comments
• 0 votes

1. Community
2. Zendesk Suite Q&A

Hi there, I'm pretty new to Zendesk Explore so, please, forgive me if I'm getting anything wrong. I'd like to focus on SLA achieved tickets KPI. Looking at its formula, (in Italian, I apologize) D_...

• Alberto Gugel
• Edited March 30, 2022 16:20
• 3 followers
• 1 comment
• 1 vote

1. Community
2. Developer - Zendesk APIs

Looking at the Ticket Metrics APIs, I could spot some of the SLAs dataset metrics and attributes and the question is: which is the relation between updated_at and, for example reply_time_in_minutes...

• Alberto Gugel
• Created March 29, 2022 13:46
• 2 followers
• 5 comments
• 0 votes

1. Community
2. Zendesk Suite Q&A

Hi there, I'm pretty new to Zendesk Explore but I'm getting confident. My goal is to calculate the time to the next SLA metric target breach, so that you can act before time has already run off. Th...

• Alberto Gugel
• Created March 29, 2022 13:41
• 7 followers
• 9 comments
• 0 votes