Jeff Ma
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Total activity18
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Last activity
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Activity overview
Latest activity by Jeff Ma-
Jeff Ma commented,
This has got to be a setting or something in Help Center. So what is happening is that when our users search for an article, unless they know the title of the article, it doesn't show any results (...
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Jeff Ma commented,
I have insights.
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Jeff Ma created a post,
Zendesk Stats
Hi, I was wondering if there was a way to prevent certain users/organizations from factoring into stats (e.g. First-Reply Time, Duration of tickets, etc.) that the Zendesk made Reporting stats or a...
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Jeff Ma commented,
So What I have is this: What: # Organizations How: Organization, Support Plan That yields me this: Which is almost perfect. What I need to do is Group it by Support Plan (a option to combin...
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Jeff Ma created a post,
Customer Count and Type
I was wondering if someone could assist me on this: We tag both the Organization and Ticket certain types to indicate what kind of customer they are: Enterprise, Standard, OnDemand. I've been tas...
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Jeff Ma commented,
I used SELECT AVG (# Tickets Solved / # Tickets)
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Jeff Ma commented,
Kay, I got it to work using a custom metrics. One last question, would you know how to get it to calculate above 100%? For example, if a agent solves 104 out of 100 assigned, it would be above ...
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Jeff Ma commented,
Kay, That certainly does the trick, but do you think there is a way to get that report data to populate in a third area? So now we have Assigned and Solved in two different reports. Is there a ...
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Jeff Ma commented,
Kay, I figured it out, I had one to many 'How' criteria set, once I removed all but Ticket Assignee, i worked. Thanks for your help! -Jeff
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Jeff Ma commented,
Kay, That worked, but is there a way to add a Date Range Selection (tried: Date (ticket solved, Date (ticket assigned), etc. most of them)? I tried using that filter and it looked correct but ...