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Vanessa Wood
Joined Mar 07, 2023
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Last activity Jan 31, 2024
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Latest activity by Vanessa Wood
Vanessa Wood commented,
Hey All!
Thanks for these instructions. Is there any help out there on how to make this into a KPI?
Specially I only want to see the % of tickets solved within 30 days.
Thank you!
View comment · Posted Jan 31, 2024 · Vanessa Wood
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Vanessa Wood created a post,
Feature Request Summary:
The Zendesk Application should have the ability to be able to easily export your Zendesk Setup for quicker review.
Being able to export Triggers, Automations, Groups etc.
Description/Use Cases:
When you are a large organisation using Zendesk with over 300+ triggers it becomes difficult to review to see 1: is the workflow still working and 2: is there anything we can deactivate that is not being used.
Being able to export your Zendesk Setup would help with such reviews and save a lot of time.
Business impact of limitation or missing feature:
This is an important feature for our business to be able to fully review our usages of Zendesk.
Posted Sep 18, 2023 · Vanessa Wood
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Vanessa Wood commented,
Hey Brandon, have you tried the Time Tracking app?
https://www.zendesk.co.uk/marketplace/apps/support/35111/time-tracking/
View comment · Posted Sep 11, 2023 · Vanessa Wood
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Vanessa Wood created a post,
Hi,
I am trying to write a standard calculated attritute that will allow me to only see tickets Between Saturday 1am UTC Time and Monday 1am UTC time
I was playing around with the below but I can't get it to work.
This formula is suppose to check the day of the week (Saturday, Sunday, or Monday) and the hour of the day to determine if a ticket was created within the specified time frame. If any of these conditions are met, it should return 'Yes'; otherwise, it returns 'No'.
IF ([Ticket created - Day of week]) = "Sat" AND ([Ticket created - Hour]) > 1)
OR ([Ticket created - Day of week]) = "Sun"
OR ([Ticket created - Day of week]) = "Mon" AND ([Ticket created - Hour]) < 1)
THEN 'Yes'
ELSE 'No'
ENDIF
I am getting the error messages 'There's an issue with the formula. Check your calculation syntax and try again'
Any ideas on how to fix it?
Edited Sep 07, 2023 · Vanessa Wood
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Vanessa Wood commented,
1 vote here as well
View comment · Posted Jul 04, 2023 · Vanessa Wood
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Vanessa Wood commented,
I would like to add my vote for this. It's a massive efficiency issue and big pain point for our teams.
View comment · Posted Jul 04, 2023 · Vanessa Wood
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Vanessa Wood commented,
Hey! Great article. Does anyone have a recipe on how I report on less than 5% of solved tickets resulted in follow up ticket within 14 days?
View comment · Posted Mar 29, 2023 · Vanessa Wood
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