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Bryan conquilla
Joined Feb 20, 2023
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Last activity Nov 03, 2023
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Latest activity by Bryan conquilla
Bryan conquilla commented,
Hello, is it possible to create a formula to obtain internal notes/comments from the update history dataset? I only want a specific phrase so that I may exclude it from my dashboard?
example:
IF ([Comment present] = TRUE AND CONTAINS([Comment present],"rmc"))
THEN [Update ID]
ENDIF
thank you in advance
View comment · Posted Oct 31, 2023 · Bryan conquilla
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Bryan conquilla commented,
Hi I hope all is well. I would like to ask is there way or formula where I can exclude the ticket that has been created by the chatbot, and count the number of tickets generated only by the agents ?
View comment · Edited Apr 13, 2023 · Bryan conquilla
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Bryan conquilla commented,
that's cool Dane, thank you.
I tried to use this
and here's the result
View comment · Edited Mar 24, 2023 · Bryan conquilla
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Bryan conquilla commented,
Appreciate it Dane, any thoughts if I use this calculation ? Do you think I will get the exact timestamp ?
View comment · Posted Mar 24, 2023 · Bryan conquilla
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Bryan conquilla commented,
is there a way where we could compute from the first update - timestamp until on the last update - timestamp ? same ticket id ? if yes can you help me to create a attributes on this ? or formula ?
View comment · Posted Mar 23, 2023 · Bryan conquilla
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Bryan conquilla commented,
Appreciate you Gab, one last thing, is there a way that we can calculate the Laytime or the waiting time of the ticket ? or the Number of minutes a ticket spends from Ticket created until the ticket status change ?
View comment · Edited Feb 27, 2023 · Bryan conquilla
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Bryan conquilla commented,
Hi is the update - timestamp for reopen is available here in zendesk ? If none can you can anyone help me how to calculate the timestamp between the first ticket assigned to reopens the ticket ?
View comment · Posted Feb 20, 2023 · Bryan conquilla
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