이지윤

Hi everyone,

I am trying to make a Explore receipe for SLA performance based on below article.

https://support.zendesk.com/hc/en-us/articles/4408835960602-Explore-recipe-Reviewing-SLA-performance

What I want to achieve is:

To make metric completion time is between 1) 0-48 hours and 2) over 48 hours.

Then, how should I set the metric for?

Any advice woule be highly appreciated. Thank you!!

*Original (What article mentioned as an example)
IF (VALUE(SLA metric completion time(min))<120) THEN "0-2 hours" ELSE
IF (VALUE(SLA metric completion time(min))<240) THEN "2-4 hours" ELSE
IF (VALUE(SLA metric completion time(min))<480) THEN "4-8 hours" ELSE "Over 8 hours"
ENDIF ENDIF ENDIF

*Changed (Customized one)
IF (VALUE(SLA metric completion time(min))<2879) THEN "0-48 hours" ELSE
IF (VALUE(SLA metric completion time(min))<2880) THEN "48hours" ELSE "Over 48 hours"
ENDIF ENDIF ENDIF

I see. Thank you so much Anne for the comment!

Thank you for the explaination!

Well noted that changing customer language by the profile is possible.

However, though Localization is set in Korean (as the seond image)

Though Zendesk admin center language(like below image) should be in Korean, for a colleague, it appeared in English. What could have gone wrong?

Hi, everyone!

Your input is indeed highly highly appreciated!!

I've got a question about ticket filed value.

I wanted to create depths in the dropdown. So I have set ticket dropdown lists as below.
account_related
account_related::account_recovery
account_related::account_hacked

[As is]
Account related
> 1) Account related <- I still see this in the dropdown.
> 2) Account Recovery
> 3) Hacked Account

[To be]
Account related 
> 1) Account Recovery
> 2) Hacked Account

[Question]
How can I get rid of [Account related] part after choosing "Account related" for the first time?

Thank you everyone in advance~!

Hi everyone,

Though Zendesk's default language set is in Korean,

my colleauge's Zendesk language is English.

1. How can my colleague see the Zendesk language in Korean?

2. Is there a way to set preferred Zendesk lanauge?

*Zendesk language here means: Languges in Zendesk admin account

(Account , people, channel, workspace, etc )

Thank you for your input!

Hi everyone~!

I've set an explore report where I can see [All resolved tickets number per brand - Brand A].

However, the number shown there is not matched with the number shown in views(Brand A_KR & Brand A_EN).

Why could this be?

Any input would be appreciated so much~!

Hi, guys!

Could anyone please shed a light on this?

1. I don't see on-hold status as a ticket status (upon replying answers).

   What could be the reason?

2. What does it mean "Submit as open" when answering the ticket?

Somehow only ticket status I see is New, Open, Pending. Then, when I use "Submit as open" does that mean we are checking internally (as we need to find the information internally)?