Jacky Feng
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Última actividad de Jacky Feng-
Jacky Feng hizo un comentario,
Hi Andrei, I'm happy to have a further look but would need to see some screenshots of your report + metric configurations. Thanks.
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Jacky Feng hizo un comentario,
Hi Andrei, try creating a new # Ticket Updates metric. Instead of: SELECT COUNT(Ticket Updates, Ticket Text Field Change) Make the new one as: SELECT COUNT(Ticket Updates) I believe this should wor...
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Jacky Feng creó una publicación,
How to preserve historical time spent data when an agent is promoted to another group?
Hi, all of our agents currently belong to the following groups: Level 1, Level 2 and Level 3. I need to know how much time each group spends working on tickets, and the way I do it is by creating m...
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Jacky Feng hizo un comentario,
Hi, trying to access this link from this article but it says I'm not authorised: https://chat.zendesk.com/hc/en-us/articles/217802018
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Jacky Feng hizo un comentario,
Amazing, thank you so much for the quick response Graeme! I'll try this now!!
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Jacky Feng creó una publicación,
How can I make a report that shows me all the tickets of a list of users?
Hi, I have a list of around 500 users who I need to analyse the tickets of. I have all of their email addresses. I have also tagged the users with a special user tag. Am I able to create a report t...
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Jacky Feng hizo un comentario,
Thank you so much! I was trying to figure out how to filter a metric by a metric for ages but couldn't. Perhaps a good opportunity for a new help centre article? Thanks!! :-) Follow up question ...
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Jacky Feng hizo un comentario,
How can I use Prev/New value twice in the same statement? E.g. Prev value (status) = open AND New value (status) = on hold AND Prev value (group = L1) AND New value (group = L2) Not a real example ...
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Jacky Feng creó una publicación,
Deleted attribute values showing up as <empty value> on reports, how to exclude them?
Hi all, facing a problem with <empty values> in reports. Let's say a ticket currently has a drop-down field called Ticket Reason, and the value is 'Whatever Reason' (with the tag whatever_reason). ...
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Jacky Feng creó una publicación,
How can I make a report based on an Updater's Group?
Hi, I am trying to create a report based on the Updater's Group but I can't find that attribute in Insights. The workaround I've done is to create the report and in the WHERE statement, I added 'WH...