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Anthony Hobday

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Activity overview

Latest activity by Anthony Hobday
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    Anthony Hobday commented,

    The method we ended up using was to add a "Source" drop-down custom field to the tickets, and set this when a ticket is created. We have entries for "Created by Agent", "Email", "Voicemail", etc. T...

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    Anthony Hobday commented,

    Here's the response I got when I emailed support, Ivan: The method I would recommend (given that you only have 17 agents) would be creating a filtered variable for Ticket Submitter. You can navigat...

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    Anthony Hobday commented,

    I have emailed Zendesk support. Seems such a simple task, but apparently not!

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    Anthony Hobday commented,

    To be clear, our agents create a ticket, and then set the Requester to the user they're dealing with on the phone. In all the time I've seen "User" referred to by Zendesk's internal systems, it has...

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    Anthony Hobday commented,

    I've just tried that, Graeme, and I get the following results across the life of our Zendesk account: SELECT # Tickets Created WHERE Ticket Submitter IN (Agent1, Agent2, Agent3, Agent4) returns 25,...

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    Anthony Hobday commented,

    Thanks Graeme - How would you recommend I represent this in a custom MAQL query? I've tried this: SELECT # Tickets Created BY Ticket Submitter WHERE User Role = Agent But it gives me a far lower nu...

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    Anthony Hobday created a post,

    Showing only tickets created by an agent

    I'm trying to create a metric which does the following: SELECT # Tickets Created WHERE Ticket Submitter Role = Agent But as far as I can tell there's no attribute for ticket submitter role, and I c...

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    Anthony Hobday commented,

    I've looked through the article you linked to, and tried a few things, but nothing that would get me a different figure when using a filter like "WHERE Ticket Tag = x". I think a better approach fo...

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    Anthony Hobday created a post,

    [Request]: Filtering SLA tickets by ticket tag

    Generally speaking we get three types of new tickets in Zendesk: Email tickets, Voicemails, and Missed Calls. These are all generated by our VOIP provider, which is NOT Zendesk Voice (If that has a...

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    Anthony Hobday created a post,

    Tracking time spent on tickets between re-open and solve

    Answered

    Three of us have been looking at this problem, and we're stumped! We want to measure the amount of time spent on tickets that were reopened, but only the time spent after they were reopened! So w...