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Eugene Orman

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Activity overview

Latest activity by Eugene Orman
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    Eugene Orman created an article,

    How are the Home dashboard KPIs calculated?

    Question  How are the Home dashboard KPIs calculated?  Answer  Let's have a look at each KPI separately:  Open Tickets  You: Open tickets that are currently assigned to you.  Groups: New and ...

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    Eugene Orman created an article,

    What are the customer portal ticket statuses?

    Question What are the ticket statuses displayed in the My activities Help Center page? Why are they not identical with the agent-facing ticket statuses? Answer  When you click your profile icon on...

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    Eugene Orman created an article,

    Native time metrics defined

    Note: This article covers only the native Support metrics. The SLA metrics might have identical names but their behavior is different because they are live counters. See: Defining and using SLA ...

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    Eugene Orman commented,

    @Sean, I will need to take a look at your use-case. Normally, all default Ticket metrics can be sliced by the ticket field attributes, because they are part of the same table. Perhaps, there is an ...

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    Eugene Orman commented,

    @Polly, You can use one or multiple Agent touches metrics mentioned in this article + # Tickets Solved metric. Report settings: WHAT -  # Tickets Solved and one/two Agent touches metricsHOW - Updat...

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    Eugene Orman commented,

    Hi Breydon,  The easiest way to filter out the proactive tickets would be by using the Ticket Submitter Role attribute, which unfortunately is not available in Insights. It is available in our new ...

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    Eugene Orman created an article,

    Agent touches in Insights

    Disclaimer: This article is provided for instructional purposes only. Zendesk does not support or guarantee custom reports. Please post any issues you have in the comments section or try searching ...

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    Eugene Orman commented,

    @ Colin, It is a good question. Here what you can do if you want to focus only on Agents and Admins via this filter:   When you add the user filter to the dashboard set its label to User Filter Na...

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    Eugene Orman created an article,

    Satisfaction rating submitted by non-requesters

    Question The ticket requester hasn't responded to the satisfaction survey. However, a rating is posted on the ticket. How did this happen? Answer The survey is designed to collect only the ticket r...

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    Eugene Orman commented,

    Hi Christopher.I don't think there is an issue with reporting as such here.  All tickets which were marked as solved by the end-user upon the article suggestion are displayed on the report. However...