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Siri Rääf

Joined Nov 28, 2022

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Last activity May 28, 2024

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ACTIVITY OVERVIEW

Latest activity by Siri Rääf

Siri Rääf created a post,

Post Q&A - Reporting and analytics

Dear community, 

 

How can I measure the number of agent responses (updates) that was made via messaging, compared to the number of responses that were sent via email? 

 

Thank you!

Siri

Posted May 24, 2024 · Siri Rääf

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Siri Rääf commented,

Community comment Q&A - Reporting and analytics

Messaging* :)

View comment · Posted May 13, 2024 · Siri Rääf

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Siri Rääf created a post,

Post Q&A - Reporting and analytics

Dear Community, 

 

I would like to report on users that contacted us via messenger and have not contacted us via any other channel within a specific timeframe. Is there a recipe for this? 

 

Thank you!

Siri

 

Posted May 13, 2024 · Siri Rääf

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Siri Rääf created a post,

Post Feedback - Developer Platform

Dear Zendesk, 

I would like to request that it is specified whether a ticket metric event is public or internal in the Zendesk ticket metric events API. This would make it possible to calculate first reply time using this API alone, which is currently not possible. 

Thank you!

Siri

Posted Feb 20, 2024 · Siri Rääf

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Siri Rääf created a post,

Post Q&A - Reporting and analytics

Is there a way to analyse ticket data in real-time. For example, on a busy day be able to tell how many tickets we solved today , without the timing discrepancy that occurs in Explore. Is this possible? Using APIs? Thanks!

Posted Feb 20, 2024 · Siri Rääf

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Siri Rääf commented,

Community comment Developer - Zendesk APIs

Hi Christopher, 

Thank you for your response. I was told that I can use the ticket metric events API together with the Ticket Audit API to calculate first reply time, is this possible? 

Thank you!

Siri

View comment · Posted Feb 15, 2024 · Siri Rääf

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Siri Rääf created a post,

Post Developer - Zendesk APIs

Dear Zendesk, 

I have an issue calculating FRT using the Zendesk Ticket Metric Events API. 

In the API documentation it says that 'if you want to measure reply times, you can get the time a ticket was created and the time an agent first replied to it'. I have tried calculating the response time from the time ticket was created using following criteria: WHERE METRICES = 'reply_time' AND TYPE = 'measure' AND INSTANCES_ID = 0, and the time when the first agent comment was posted: WHERE METRICES = 'reply_time' AND TYPE = 'update_status' AND INSTANCES_ID = 1. However, the result includes internal comments and comments when a ticket is automerged, while first response time should be calculated based on the first public comment, right? Is there a way to identify whether a comment is internal or public? 
 
Please let me know if I missed something or if there is another way to calculate response time. 
 
Thanks!
Siri

Posted Feb 06, 2024 · Siri Rääf

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Siri Rääf commented,

Community comment Q&A - Reporting and analytics

Hi CJ Johnson

Thanks for your response. I am using the Support: Tickets dataset, so the discrepancy in the updates dataset should not be the issue. 

Any other ideas? 

Thanks!

Siri

View comment · Posted Jan 18, 2023 · Siri Rääf

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Siri Rääf created a post,

Post Q&A - Reporting and analytics

Dear Zendesk community, 

I have created two ‘date range calculated metrics’ to report on tickets solved, beginning of the month till the end of yesterday and beginning of the year till the end of yesterday. 

Since it is the first month of the year these measures should show the same number of solved tickets, but the results differ even though the metrics have been set up to report on the same dates (see attached pictures). I have double checked that same data filters have been applied. The number of solved tickets YTD are the ones that are accurate.

Have I missed something here? Could someone please give me some advice.

Thanks!

 

Posted Jan 17, 2023 · Siri Rääf

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