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Alberto Gugel

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Votes on activity by Alberto Gugel Recent activity Votes
  • SLA achieved tickets KPI - potential miscalculation?

    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_...

  • Explore: Query filters

    Answered

    Hi there, I'm new to Zendesk Explore, so forgive me if I'm asking a pretty basic question. When creating a query, we have the possibility to add filter both on top of the visualization and on the a...

  • Explore: Policy vs Target

    Answered

    Hi there, I'm new to Zendesk Explore, so forgive me if I'm asking a pretty basic question. Which is the difference between a policy and a target? At first I understood a policy is made of targets (...

  • SLAs Views

    Answered

    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...

  • Exporer Dashboard default time filter

    Answered

    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

  • Zendesk Explore data segregation

    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...

  • Event type "measure"

    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...

  • What happens when a new SLA policy is created?

    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...

  • Paginated endpoint list

    Answered

    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...

  • SLAs metrics update time

    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...