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Margarida Pereira
Joined Jun 20, 2024
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Last activity Jan 24, 2025
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Latest activity by Margarida Pereira
Margarida Pereira commented,
Hello Tim Grimshaw ,
We appreciate your interest in exploring potential solutions. Unfortunately, there is no solution without a trade-off. Splitting data into two datasets will create extra complexity but will not provide substantial performance gain because it will still be stored in the same database.
View comment · Posted Jan 24, 2025 · Margarida Pereira
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Margarida Pereira created an article,
Announced on | Rollout starts | Rollout ends |
January 20, 2025 | April 21, 2025 | May 1, 2025 |
Zendesk is introducing a 90-day data retention limit for the Omnichannel: Agent daily state dataset in Explore starting April 21, 2025. This will improve report loading speeds and ensure the dataset's correct functioning.
This announcement answers the following questions:
What is changing?
Currently, the Omnichannel: Agent Daily State dataset in Explore retains all data associated with a user’s account from its origin.
To ensure the best in-product experience, Zendesk is implementing a 90-day data retention limit for the Omnichannel: Agent Daily State dataset. This limit has already been applied to the other two omnichannel datasets: Agent State and Agent Productivity.
Am I affected?
All customers who have access to omnichannel datasets in Explore will be affected by this change.
Only a small percentage, less than 1%, of customers query data older than 90 days.
What do I need to do?
This change happens automatically after April 21, 2025. Any reports you have configured that use data longer than this new limit will stop showing data older than 90 days. Attempting to select a date range older than this limit might generate a “no results” message.
If your organization requires data from this dataset older than 90 days, export your reports and dashboards before the limit is applied or access the historical raw, unprocessed data associated with your account through the Incremental API.
If you have feedback or questions about this announcement, please visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
Edited Jan 20, 2025 · Margarida Pereira
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Margarida Pereira commented,
Hello Philip Musto ,
To remove a report from a dashboard, follow these steps:
1. Open the dashboard in edit mode
2. Click on the report you wish to remove
3. Click in the 3 dots in the top right corner of your screen next to the report title
4. Select delete
View comment · Posted Nov 11, 2024 · Margarida Pereira
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Margarida Pereira commented,
Hello ליטל סלונימסקי ,
Schedule a dashboard in the format PDF and photo will be released soon.
View comment · Posted Nov 11, 2024 · Margarida Pereira
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Margarida Pereira commented,
Hello Vityria Vongsisca,
The Edit configuration feature is currently not planned to be part of the dashboard builder.
Some features within Edit configuration are now part of the dashboard builder:
- Drill into reporting data
- Hide filters in filters options
The remaining features can be accessed from the report builder.
View comment · Posted Nov 11, 2024 · Margarida Pereira
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Margarida Pereira commented,
Hello Alex Gonzalez,
Thank you for choosing Zendesk.
To create that report you must follow these steps:
1. In the Reports library, click New report.
2. On the Select a dataset page, click Support -> Support - Updates history, then click Start report.
3. In the Metrics panel, click Add.
4. From the list of metrics, choose Updates> Agent updates, then click Apply.
5. In the Rows panel, click Add.
6. From the list of attributes, choose Ticket → Ticket ID and Time - Ticket update → Update Timestamp
To obtain the total number of updates per ticket, I advise creating a new report following the same steps as above, but removing the attribute Time - Ticket update → Update Timestamp.
Then, you can create a dashboard with both reports and add the filters date and assignee name.
We do not have a published recipe that shows exactly how to accomplish your request, but this one might help you.
To create a dashboard you can follow the following recipe here.
View comment · Posted Sep 26, 2024 · Margarida Pereira
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Margarida Pereira commented,
Hello janderson teste,
Discrepancies between the datasets answer bot - flow builder and support - updates can happen due to tickets in the status scrubbed.
Tickets that have been in deletion status for 30 days without any update are moved to scrubbed status and do not show up anymore in the tickets dataset.
I hope this clarifies your question.
View comment · Posted Aug 23, 2024 · Margarida Pereira
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