Amber Martin

Total activity 68
Last activity November 22, 2019 23:47
Member since November 03, 2017 15:31

Following 0 users
Followed by 0 users
Votes 11
Subscriptions 26

Activity overview

Latest activity by Amber Martin

Amber Martin commented, February 13, 2019 15:19
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
- Created February 13, 2019 15:19
- 0 votes
Amber Martin commented, February 12, 2019 14:12
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 February 12, 2019 14:12
- 0 votes
Amber Martin created a post, February 09, 2019 03:07
Calculated Metric for a Check Box
Answered
1. Community
2. Explore - Troubleshooting and Q&A
I 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...
- Amber Martin
- Created February 09, 2019 03:07
- 3 followers
- 4 comments
- 0 votes
Amber Martin commented, February 09, 2019 03:03
I am having this same problem.
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- Amber Martin
- Created February 09, 2019 03:03
- 0 votes
Amber Martin created a post, February 09, 2019 03:02
Tier 2 Unassigned Tickets Report
Answered
1. Community
2. Explore - Troubleshooting and Q&A
I 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...
- Amber Martin
- Created February 09, 2019 03:02
- 4 followers
- 4 comments
- 0 votes
Amber Martin commented, December 26, 2018 21:54
This is needed!
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- Amber Martin
- Created December 26, 2018 21:54
- 0 votes
Amber Martin created a post, October 23, 2018 23:47
Ignore First Comment in Ticket
1. Community
2. Support - Insights and Reporting Q&A
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...
- Amber Martin
- Edited October 23, 2018 23:48
- 2 followers
- 2 comments
- 0 votes
Amber Martin commented, August 17, 2018 03:44
@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 August 17, 2018 03:44
- 1 vote
Amber Martin created a post, May 22, 2018 22:11
Report with Description Contains Words ....
1. Community
2. Support - Insights and Reporting Q&A
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...
- Amber Martin
- Created May 22, 2018 22:11
- 4 followers
- 4 comments
- 0 votes
Amber Martin commented, May 11, 2018 14:34
Love this! Need This!Our old System had it. I really hate end users taking up a spot in chat for so long if they are not actually chatting. I am also finding it messing with out support flow. If ag...
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- Amber Martin
- Created May 11, 2018 14:34
- 1 vote