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Amber Martin

  • Total activity 66
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Activity overview

Latest activity by Amber Martin
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    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 commented,

    Im using a bar graph. When I select remove blank values it does remove that value but leaves the attribute as a place holder. I would want it to remove that piece - see below.  

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    Amber Martin created a post,

    Calculated Metric for a Check Box

    Answered

    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...

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    Amber Martin commented,

    Do you know if there is a way to remove 0 values from explore? I am having the opposite problem where I dont want them to show. I want through Results Manipulations and had no luck.

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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

    Answered

    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...

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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 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...