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Ken Shampo

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    Ken Shampo creó una publicación,

    Report assistance

    Respondida

    We have a resolution one time report, that i want to exclude type from one of the groups in this report.  This report is based on last month and the only other filter is where ticket group = Enviro...

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    Ken Shampo hizo un comentario,

    Thanks everyone, i think this will fit my needs!

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    Ken Shampo creó una publicación,

    Backlog Report Help

     I have seen a lot of questions about backlog datasets and there being limited filter options, so this may not be possible.  Our executive team wants a report in good data where they can see the ba...

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    Ken Shampo creó una publicación,

    Gooddata Metrics Question

    I wanted to see how other users handle an issue i am running into.  We have escalation teams, and it is possible for a ticket to be open for hours to a full day before it is decided this should be ...

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    Ken Shampo hizo un comentario,

    I think it is best to explain this has nothing to do with performance.  All of our benchmarks are well above the numbers provided by Zendesk.  We just have a new CEO and this is one of the things h...

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    Ken Shampo hizo un comentario,

    Seems like it would make more sense to to have the agent to ticket ratio to be for the year.  So for us it is 13000 tickets per year (1 to 1000) ratio.

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    Ken Shampo creó una publicación,

    Agents per Ticket/Company

    I have been trying to get information on what the standard agent to ticket or customer ratio is.  I am hoping to get feedback from other Zendesk users to see how we are gauging in that area.  Below...

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    Ken Shampo hizo un comentario,

    Thanks, this is exactly what I needed.

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    Ken Shampo creó una publicación,

    % of tickets solved

    Respondida

    Hello fellow metric seekers, We currently have a breakdown of tickets sovled under 2 hours, 2-8 hours and longer then 8 hours.  I wanted to create a new one to look at % of tickets solved in under ...

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    Ken Shampo creó una publicación,

    Last Login by Org Report

    I am trying to build a report for our Community Team and i am having some issues.  We want to see the last login for any user in an Org.  When i try this, i get a separate login per user in that or...