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Gerald J's Avatar

Gerald J

Joined May 04, 2022

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Last activity Sep 26, 2024

Zendesk Luminary

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ACTIVITY OVERVIEW

Latest activity by Gerald J

Gerald J commented,

CommentMeasuring success

When reporting Group SLA, how do i separate or show the group / team who completed the ownership time? and not the current group the ticket is assigned to. 

View comment · Posted Jul 30, 2024 · Gerald J

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Gerald J commented,

CommentBuilding reports

For Group SLA dataset, what attribute indicates the Ticket Group that fulfilled the ownership time and not the current ticket group of the ticket? Should the flow is assigning it back from the internal group to the customer facing group.

View comment · Posted Jul 30, 2024 · Gerald J

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Gerald J commented,

Community comment Feedback - Reporting and analytics (Explore)

hi Zendesk, when can we expect this :D

View comment · Posted Jun 27, 2024 · Gerald J

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Gerald J commented,

CommentTicket management

Can the ticket  sharing dropdown by controlled? like display when the ticket belongs to certain groups or forms?

View comment · Posted Apr 29, 2024 · Gerald J

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Gerald J commented,

CommentExplore recipes

what is the correct agent group to use here? Ticket Group or Update Ticket Group? The goal is to see by group and by agent the number of tickets they have updated in a day

View comment · Posted Apr 23, 2024 · Gerald J

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Gerald J commented,

CommentTicket basics

We tried forcing our agents to use Home by removing some of the Views  they have. The feedback was they prefer the View option where the ‘Play’  button is available. This let them work continously. It would be nice if ‘Play’ would also be available in the Home page. So for now, we enabled My Open Tickets view again.

View comment · Posted Apr 18, 2024 · Gerald J

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Gerald J commented,

CommentExplore recipes

Following the Update Handling Time, it captures each update done a ticket (public comment, internal note, etc). Averaging this would return a lower number. 

We need to capture the total time spent by each agent in a ticket and average them. I want to attribute to each agent/actor the time they spent on tickets they handled.

View comment · Posted Feb 13, 2024 · Gerald J

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Gerald J commented,

CommentPublishing and sharing dashboards

Can I add multiple datasets on the same beta dashboard and apply multiple data restrictions? Like assignee email from Support, updater email from Update history, assignee name from Backlog?

When can we expect to see here the Agent state dateset?

View comment · Posted Feb 06, 2024 · Gerald J

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Gerald J created a post,

Post Feedback - Reporting and analytics (Explore)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Explore was recently updated to show all dashboards to the admin. But it doesn't solve the problem of other users with permissions editing dashboards they shouldnt edit or update. 

What problem do you see this solving? (1-2 sentences) 

The team who manages dashboards would be able to stop others from editing or tampering with “official” or “connected” dashboards. They can still build their own but must not be allowed to make changes on the main dashboard.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This is an ongoing problem as we have people who make changes on our official dashboard (despite having DO NOT EDIT in the dashboard title). This is a problem given that we have multiple dashboards that use the same reports. One simple change affected all the other dashboards.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

I have to explicitly write as part of the title “DO NOT EDIT” 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

A user with explore building permissions can “restrict” a dashboard to be edited by other users (except for admins who can see and edit any dashboards).

This should also apply to the report.

Edited Dec 11, 2023 · Gerald J

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Gerald J commented,

CommentExplore recipes

The custom agent statuses doesnt adjust when a group filtered is applied which defeats the whole purpose of us using this configuration.

If we filter to group A, it shoud display who is online, who is not, who is lunch, or break. 

Right now it shows all agents in the same custom status. We cannot even filter it by group.

View comment · Posted Nov 28, 2023 · Gerald J

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