Erin O'Callaghan

1. Explore
2. ...
3. Creating dashboards
4. Working with the dashboard builder (Beta)

Hi Joey, I've updated the article to specify that drill in is available only for agent status live metrics (Agents online, Agents offline, etc.). Sorry for the confusion!

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• Erin O'Callaghan
• Creación 8 de febrero de 2023 18:57
• 0 votos

1. Explore
2. ...
3. Explore recipes
4. Explore recipes reference

We've added a new Explore recipe that shows you how to report on messaging tickets by channel: Messaging tickets by channel

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• Erin O'Callaghan
• Creación 7 de febrero de 2023 15:08
• 0 votos

1. Explore
2. ...
3. Building reports
4. Metrics and attributes for Zendesk Support

Hi Maxim Nason, you should be able to do this by creating a standard calculated attribute called Tickets created and solved within same month? with the following formula: IF [Ticket created - Year]...

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• Erin O'Callaghan
• Creación 2 de febrero de 2023 18:32
• 0 votos

1. Explore
2. ...
3. Customizing reports
4. Sorting results

Hi Jake Warren, based on the numbers in your screenshot, it looks like a "value ascending" sort might already be applied on the Ticket Count column. Try clicking the header of that column once or t...

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• Erin O'Callaghan
• Creación 1 de febrero de 2023 17:36
• 0 votos

1. Explore
2. ...
3. Customizing reports
4. Chart types for comparing trends over time

Hi Joey Viera, yes there is! This recipe shows you how to build a report with multiple lines showing monthly data across different years: Solved tickets this year compared to last year. You can cha...

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• Erin O'Callaghan
• Creación 1 de febrero de 2023 15:46
• 0 votos

1. Zendesk updates
2. Announcements
3. What is being removed [updated: January 2023]

Zendesk is removing Net Promoter Score (NPS) survey functionality on April 30, 2023. For more information, see Announcing the removal of Net Promoter Score (NPS).

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• Erin O'Callaghan
• Creación 17 de enero de 2023 21:42
• 0 votos

1. Zendesk updates
2. Announcements
3. Current and upcoming Zendesk betas

New EAP for Support:  Macro suggestions Macros are a valuable tool that save agents time and help provide end users with consistent support. But knowing which maros to create is not always straight...

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• Erin O'Callaghan
• Creación 17 de enero de 2023 19:06
• 0 votos

1. Explore
2. ...
3. Explore recipes
4. Explore recipes reference

We've added a new recipe for Guide that lets you report on the number of article views for help center categories (using a calculated attribute): Help center category views

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• Erin O'Callaghan
• Creación 15 de diciembre de 2022 18:46
• 0 votos

1. Explore
2. ...
3. Explore recipes
4. Explore recipe: Reporting on Jira tickets

Hi Richard, yes, as long as you're capturing the Jira ID in a custom field, this is possible! To create the report, add the metric from the recipe above, and then add your custom field as an attrib...

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• Erin O'Callaghan
• Creación 15 de noviembre de 2022 13:40
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1. Explore
2. ...
3. Publishing and sharing dashboards
4. Scheduling dashboard deliveries

Hi Judy Correia, it sure is! I've updated this article with a new topic about how to update an existing scheduled delivery.

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• Erin O'Callaghan
• Creación 17 de octubre de 2022 19:02
• 0 votos