Amber Martin

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Recent activity by Amber Martin Recent activity Votes
  • Calculated Metric for a Check Box


    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...

  • Tier 2 Unassigned Tickets Report


    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...

  • 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...

  • 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...

  • No Data Available Default to 0 or N/A

    Is there away to have a report with no data to default with an N/A or 0 so that it looks cleaner in the dashboards?    

  • Chat shortcuts whenever! wherever!


    Good Evening, We recently launched with Zendesk Chat and it was brought to my attention that the shortcuts can only be added to the chat if they are at the beginning of the response.Where with past...

  • Issue with Auto Creation


    New to Zendesk Chat! We are using the ticket auto creation feature/assign to last agent. We are finding that our agents are escalating these chat tickets to our Tier 2 (which is simply reassigning ...

  • Tickets Created Over X Days

    Hey There! I am trying to create a report that has 3 columns. The first being the # of tickets less than solves with my team... EZ PZ. The second column needs to be the number of the tickets fr...