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Nicolas Monchaux

Joined May 24, 2022

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Last activity Jul 12, 2024

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Latest activity by Nicolas Monchaux

Nicolas Monchaux commented,

Community comment Q&A - Reporting and analytics

Hi Pedro Rodrigues do you have another solution regarding my previous reply ?

Thanks in advance

View comment · Posted Jul 12, 2024 · Nicolas Monchaux

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Nicolas Monchaux commented,

Community comment Q&A - Reporting and analytics

Thank you, it is partially working

Example of my data

[Custom Field 1] have values :

A = 3

B = 1

C = 2

[Custom Field 2] have values :

D = 1

E = 1

B = 2 (I can have the same value in different Custom Fields)

I've merged those two fields with a SWITCH function so I have

A = 3

B = 3

C = 2

D = 1

E = 1

With the ATTRIBUTE_FIX inside each CASE of the SWITCH I obtains

A = 3

Various = 7 (containing B C D E)

B shouldn't be included in Various but it is because in each custom field the value is lower or equal 2

 

Since I can't use calculated attributes inside ATTRIBUTE_FIX or use the SWITCH directly inside the ATTRIBUTE_FIX I'm a bit stuck

 

Here's my current “partially working” solution" (the hierarchy is [FR-Ebiz-Type] > [FR-Ebiz-Outil] > all 3 Page attributes)

SWITCH ([FR-Ebiz-Outil]) {
   CASE "Punch out":     IF (ATTRIBUTE_FIX(D_COUNT(Tickets), [FR-Ebiz-Type], [FR-Ebiz-PagePunchOut]) <= 2) THEN
       "Various"
   ELSE
       [FR-Ebiz-PagePunchOut]
   ENDIF
   CASE "Scanner":     IF (ATTRIBUTE_FIX(D_COUNT(Tickets), [FR-Ebiz-Type], [FR-Ebiz-PageScanner]) <= 2) THEN
       "Various"
   ELSE
       [FR-Ebiz-PageScanner]
   ENDIF
   CASE "Catalogue Statique":     IF (ATTRIBUTE_FIX(D_COUNT(Tickets), [FR-Ebiz-Type], [FR-Ebiz-PageCatStatique]) <= 2) THEN
       "Various"
   ELSE
       [FR-Ebiz-PageCatStatique]
   ENDIF
}

View comment · Posted Jul 11, 2024 · Nicolas Monchaux

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Nicolas Monchaux created a post,

Post Q&A - Reporting and analytics

Hi,

I've made a report which does count the number of tickets per values of an attribute.

There's a lots of low values like 1 or 2 and I would like to regroup them in a new value “Various” of this attribute (so instead of having X lines with 1 I would have one “Various” line with the sum X)

 

How can I achieve this ?

 

Regards.

Posted Jul 03, 2024 · Nicolas Monchaux

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Nicolas Monchaux commented,

CommentZendesk Support app for mobile

Is there a way to enable end-users to make requests with a mobile phone ?

Zendesk Guide and request form isn't exactly mobile friendly (I'm just interested on the request form)

View comment · Posted Dec 06, 2023 · Nicolas Monchaux

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Nicolas Monchaux created a post,

Post Feedback - Help Center (Guide)

Feature Request Summary: 

Zendesk Help Center should have an option that would allow an end user to see all his requests across all brands in the My Activities page on the Help Center

Description/Use Cases: 

We have multiple brands used for differents teams. To make it easier to use for our end-users (they are not comfortable with computer tools), they have only one entry point which is the Help Center of a specific brand.

They can select forms from the main brand and the other brands, or sometimes the requests are transferred to another brand that better fits the issue, but by doing so, they can't follow their requests in the "main brand" Help Center

Business impact of limitation or missing feature:

This is critical for our business as our end-users have difficulty onboarding digital solutions and this is necessary to facilitate their transition.

They don't understand why they can't see all their requests and it creates frustration and rejection.

Edited May 24, 2022 · Nicolas Monchaux

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