Leigh Cohen
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Total activity24
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Last activity
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Activity overview
Latest activity by Leigh Cohen-
Leigh Cohen commented,
Hi, all! I am trying to understand why the $ percentage surveyed is less than 100% if surveys are sent to all tickets that are solved. I believe the metric removes deleted tickets. I can't figure...
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Leigh Cohen commented,
I may have edited the default metric for one touch tickets. Does the original metric for # One touch Tickets use # Tickets Solved or # Solved Tickets Mine is set at # Solved Tickets. I have to lo...
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Leigh Cohen commented,
Hi, I am trying to create a report to determine which tickets have more than 3 public replies and by which agents. I tried to create a report that hasWhat # Tickets I tried to create a custom metri...
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Leigh Cohen commented,
I am creating a dashboard(s) for a multi-brand instance. I would like each brand to have the same dashboard. I have been creating the same report twice and then adding the relevant reports to the r...
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Leigh Cohen commented,
Thank you very much for this article. It's soooo helpful. I have the metrics set up, and now I am putting together a report. I am a bit confused about the impact of using dates of ticket creation v...
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Leigh Cohen commented,
Is it possible to add a hyperlink at the bottom of a signature? I would like to add a link/URL to our list of upcoming webinars.
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Leigh Cohen commented,
I am having this same issue. I have a ticket open and somebody is working on it. If Jason is still monitoring this, I'd be curious to know if and how he resolved this. Thank you!
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Leigh Cohen commented,
Thanks, Rebecca! Yes, using the Ticket Via filtered by Ticket ID shows that the phone tickets are created by API. I knew this already, however. In this case, the Ticket Event Via seems to work best...
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Leigh Cohen commented,
Thank you, Rebecca! I have found that "Ticket Event Via" is the only way to see the ticket creation via Phone API. Using "Ticket via" has not given me this specific channel. The "Ticket Via" seems ...
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Leigh Cohen commented,
I am trying to break down the channels to find the number of tickets created by different channels/month. I am using the "Ticket Event Via" and I get a breakdown of channels but then the total numb...