Eugene Orman
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Activity overview
Latest activity by Eugene Orman-
Eugene Orman commented,
Patricio Beck, Like any other product (Talk, Chat) you need to activate Explore under the user profile - https://support.zendesk.com/hc/en-us/articles/360034749053
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Eugene Orman commented,
Celso Rodrigo Patricio Beck This data can be analysed in Explore now. Here is the related article: https://support.zendesk.com/hc/en-us/articles/360002089888
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Eugene Orman commented,
Colum Wedel, I have created a ticket with our Sales team for you. They will be able to help you on this matter. Regarding the pricing page I think it refers to the Time Tracking app itself. Within ...
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Eugene Orman commented,
Rolly Valenzuela, the Time tracking app data will start flowing into Explore once the app is used on some of the tickets. Tickets that were closed before you installed the app will not have any tic...
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Eugene Orman commented,
That's a good question, James. You will need to add two more OR conditions. Here is a formula examle: IF ((IN([Ticket created - Day of week],ARRAY("Monday", "Tuesday","Wednesday","Thursday","Frida...
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Eugene Orman commented,
@Mistyamber, simply use the SUM aggregator instead of AVG. See Choosing metric aggregators for more details. For minutes you can use Ticket handling time (min) calculated metric and Total time spen...
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Eugene Orman commented,
@Nathan, Zendesk uses the shared infrastructure (see What is a "Pod"). That's why to provide a better performance and reliability data syncs are spread out through each hour. Our Dev team is workin...
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Eugene Orman commented,
Hi Joana, As you know Requester wait time is a status-based metric but First reply time is not. Although time a ticket spends in the New status is normally sub-part of the First reply time, it is n...
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Eugene Orman created an article,
Explore query cannot be displayed
Issue Symptoms If an Explore query can’t be executed within two minutes, the error message: The query cannot be displayed because it took too long to execute is displayed. Resolution Steps If a qu...
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Eugene Orman commented,
@Jason, You can use the Ticket group attribute to return the current ticket group or Update ticket group to return the group of the ticket set at each update. Here is an example: