Amber Martin
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Activity overview
Latest activity by Amber Martin-
Amber Martin commented,
Maria - were you able to get a report in insights for ticket escalations between teams? I was able to build a report for T1 agents grabbing unassigned tickets using explore and field name "assignee...
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Amber Martin commented,
Yes I have read the articles and called the support team. In insights I was using [Text Field] Previous Value and [Text Field] New Value to create a report to show which agents took unassigneds s...
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Amber Martin created a post,
Calculated Metric for a Check Box
AnsweredI have a checkbox called "Replicated" that my agents use when they replicate an issue. I want to pull the % of tickets replicated so it would be replicated/total tickets.The problem is I cannot fig...
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Amber Martin commented,
I am having this same problem.
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Amber Martin created a post,
Tier 2 Unassigned Tickets Report
AnsweredI have a Tier 1 and Tier 2 Support Team, I want to create a report that shows tickets assigned from Tier 1 to Tier 2 support by Week Day. IE: Monday - 4 Tuesday - 7 Wednesday 9 etc. I want it to sh...
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Amber Martin commented,
This is needed!
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Amber Martin created a post,
Ignore First Comment in Ticket
Background: We use the time spent app in Zendesk. I am trying to get the average time spent per comment but NOT including the first comment because the first comment should be reflected in the time...
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Amber Martin commented,
@shashank please do! I had a client hold a chat spot for over 8 hours last week. This is needed!
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Amber Martin created a post,
Report with Description Contains Words ....
In Zendesk Support you have the ability to setup a trigger or view based of description contains one or more of the following words. How can I do this in insights? I want to create a report that pu...
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Amber Martin created a post,
Idle Chat "Bouncing" Option
Not plannedI would love a feature where if the end user is idle the chat will time out and close which I up-voted on this post: https://chat.zendesk.com/hc/en-us/community/posts/218834368-Triggers-idle-remind...