Amy Dee
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Actividad reciente de Amy Dee-
Hi Aarti! At this time, our business rules don't support multiple sets of "OR" conditions within the same rule. You wouldn't be able to capture that level of detail within a single set of SLA cond...
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Hi Aarti! An SLA will only apply if you specify a target for that metric and priority. You can certainly add targets for Urgent and High priority but leave Normal and Low blank. If you do that, SLA...
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Hi CJ Johnson - Thanks for following up! There may be a misunderstanding here, so I want to clarify a couple points. This isn't a recent change in behavior. This is how the account JSON exports ha...
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To Aleksandar Salevski - the JSON export tool uses NDJSON, or "Newline Delimited JSON" format. This format returns a series of standalone JSON objects separated by line breaks. It's optimized for s...
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Hi Jonas! Hi Alexandre! The SLA badge is designed to help agents prioritize their work in real time. It's important for the badge to be on the same scale for all tickets, so agents can tell which ...
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Hi Nelson! This will be different depending on which first reply time you're using. For the native Zendesk ticket metric, which appears in the Tickets dataset in Explore, first reply time will be n...
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Hi Shelley! The answer depends a bit on which date attribute you're using. The same date range can easily return different sets of tickets as you switch between created, updated, and solved dates. ...
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Here's a quick epilogue for this thread, in case anyone comes across it later. We followed up through the support ticket and found the cause. A recent change on our side could lead to persistent bl...
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Hi Justin! That does seem odd. There aren't any known issues with Agent Workspace and this behavior (as of this comment, at least). Up front, there are a couple troubleshooting steps you can use to...
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Hi Natalia! The pre-built Public comments metric in the Ticket Updates dataset uses this syntax: IF ([Comment present] = TRUE AND [Comment public] = TRUE) THEN [Update ID]ENDIF It counts all upda...