Patrick Harland-Lee
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Activity overview
Latest activity by Patrick Harland-Lee-
Patrick Harland-Lee commented,
Hey Amy, thanks for that, I think that makes sense. So I leave the Default as blank, then change all our people in the support group to Support? I'm still having trouble filtering out everyone in m...
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Patrick Harland-Lee commented,
Hey Brett, I've created a variable for Group and set it to 'Support' for all, and made a new metric called Total time spent [MAQL] that has the expression SELECT Total time spent on Ticket (Support...
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Patrick Harland-Lee commented,
One of our workflows is that our support team does four types of work: Triage new/unassigned tickets Work through the 'quick wins' queue Work on AutoCAD tasks Work on Support BAU tickets Because ...
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Patrick Harland-Lee commented,
Hey Brett, We want to only include agents from one of our many Groups so we can see how much time our support team spent in Zendesk, and the User Role and Updater Role link to the agent/end-user/ad...
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Patrick Harland-Lee commented,
Heya, we're looking to build a report that shows how much time each Agent from one of our Groups spent in Zendesk each month, but the only way I can get close-to-accurate results is to group by Ass...
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Patrick Harland-Lee commented,
Is there any way to see which email addresses weren't sent the 90 day NPS?
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Patrick Harland-Lee commented,
+1 for this request as well. At the moment we're having to ask our developers to use the Talk API to automatically set our status to away when we lock or shutdown our computers since it doesn't cur...
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Patrick Harland-Lee commented,
One more question, after creating this metric, how would you go about filtering a report to hide tickets created by agents?
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Patrick Harland-Lee commented,
Hey Amy! Could you please elaborate on what you mean by "This metric does not accurately count tickets from inbound ticket sharing agreements"? What is an inbound ticket sharing agreement?
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Patrick Harland-Lee commented,
Would love this enhancement as well!