Omar
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Total activity25
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Last activity
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Activity overview
Latest activity by Omar-
Omar commented,
I am the account owner for Zendesk, I should have rights to download the data as CSV Following instructionsAdmin center >> Account >> ToolsBut there is no reporting option, searched for reporting a...
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Omar commented,
HiWe have a lot of tags constantly added on tickets. A lot of the tags dont seem to be created by us, so:(i) how are these tags created?(ii) where can I delete them?(iii) how to stop them being add...
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Omar commented,
HiWhat does last assignment - mean in the full resolution time report? What I want is a metric which shows full resolution on a ticket , even if the end user replies back during a certain time peri...
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Omar commented,
HiI need to understand the Full Resolution time metric/report.It states - Median time from last assignment to full resolution. What is last assignment? Essentially what i want is to see the average...
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Omar commented,
how do you clone the dashboard so only one agent is on the scheduled delivery? e.g. you have dashboard with reports: (assignee name) solved tickets, requester wait time, first reply time, one tou...
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Omar commented,
Cant help with this one, but wondering if you would know if there is a syntax to create a metric which will account for shift pattern Better still, when that shift patter changes weekly e.g. agen...
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Omar commented,
@... just to be sure ive understood Agent A assigns themself a ticket closes ticket as solved (all metrics have gone to agent A since they assigned themselves) cust comes back 2 hours later with a ...
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Omar commented,
@... I have business hours set on dashboard and widgets etc. e.g. requester wait time business hours We have shift patterns i.e. 8.30-5.30 and 12.30-9pm the agents change these shifts weekly. best ...
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Omar commented,
@... There is an article I read on here, about editing the filter to use 'Promote to use a URL Paramter' I followed the instructions, shared the link, doesn't work is that article wrong or redundant?
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Omar commented,
we want and need this also so you can send agents their metrics each week/day etc via the schedule, but they only see theirs, not the whole team