Chandra Robrock
I'm Chandra & I lead a team of Technical Support Specialists at FullStory. I've been using Zendesk for many years and have personally experienced how helpful the software can be for providing superior support. In my downtime, I serve as a Zendesk Community Moderator to help others find incredible value with the product.
-
Actividad total471
-
Última actividad
-
Miembro desde
-
Siguiendo0 usuarios
-
Lo siguen4 usuarios
-
Votos43
-
Suscripciones208
Comentarios
Votos de actividad por Chandra Robrock-
Hi Harold! According to Zendesk's help documentation, it says "Tickets set to Solved immediately fulfill all active SLA targets" so I'm not sure why you'd see an SLA Metric that was in a Closed Sta...
-
Hi @...! If there are two or more Agent Replies (i.e. public comments left by an agent) on the ticket, it wouldn't be considered a one-touch ticket.
-
@... I'm not 100% sure this is the answer in your case, but would you mind double checking to see if this non-SLA tickets have a Priority selected? If they don't have a Priority selected, this woul...
-
Hi Octave! These queries should return results for both tickets that were created by the end-user as well as the agent. However, if you're ultimately looking to report on the number of touches per ...
-
Hi Chanteena! Taking a look at the formula used for the Agent replies distribution > One-touch tickets, Two-touch and Multi-touch metrics, I can confirm that these metrics are based on Zendesk's Ag...
-
Hi Matt - If you'd like to create a View based on multiple touch tickets, the best way to accomplish this would be to first create a trigger that adds a tag based on the number of Agent Replies. Th...
-
Hi @... - The Agent Comments metric would include both public comments left by an agent as well as internal comments left by an agent. If you'd like to only include public agent comments, you could...
-
@... Happy to help! To find the average % of agent public comments for a specific group, you could build something similar to the following. Metrics: - Select either Agent Comments or the custom me...
-
Hey Jackie - Wanted to follow up as I think I may have misunderstood what you were looking for last night. Were you hoping to understand what % of total comments each agent within a specific group ...
-
@... Try using the following formula instead with a slightly different date format: DATE_GREATER([Ticket created - Date],"2021/07/30")