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Violeta Micu

Community Moderator
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    Violeta Micu hizo un comentario,

    Hi Kay,   There can be a few reasons why your customers are not seeing the tickets in My Activities.  You can start by checking this article https://support.zendesk.com/hc/en-us/articles/236398027-...

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    Violeta Micu hizo un comentario,

    Hi Bo, You need to make some tests to find an example of on hold ticket. First you can go to your Zendesk Support and built a view with ticket status is On hold. Then you will have few examples or...

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    Violeta Micu hizo un comentario,

    Hi Taline, I am using it as a metric. Can you try to built the metric the to show me the formula to see how it looks? Thank you!

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    Violeta Micu hizo un comentario,

    Hi Bo, You can replace "Unsolved tickets age(min) with On-hold time (min)) IF (VALUE(On-hold time (min))) <= 60*24 THEN "1 day" ELSE " Solved" ENDIF You need to copy the attribute you built for Uns...

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    Violeta Micu hizo un comentario,

    Hi Taline, Here is an example: "IF (      ([Ticket status - Unsorted] = "Solved"       OR [Ticket status - Unsorted] = "Closed")       AND INCLUDES_ANY ([Ticket tags], "%macro_%")     )THEN [Ticket...

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    Violeta Micu hizo un comentario,

    Hello Jamal, 1. If you set the ticket status isn't Deleted then you have it the same as Explore because Explore doesn't count deleted tickets. You cannot include or exclude Deleted tickets from Exp...

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    Violeta Micu hizo un comentario,

    Hello Jamal Tse, Can you try to change the formula like this?     Let me know if it works for you. Thanks, Violeta  

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    Violeta Micu hizo un comentario,

    Hi bo_zhang,   Did you tried to clone the attribute "Unsolved tickets age brackets" according to your needs?   This is the standard formula: IF (VALUE(Unsolved tickets age (min)) <= 60*24) THEN "1 ...

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    Violeta Micu hizo un comentario,

    Hi Jason, I think i can help you with your need. Can you please be more specific so i can give you a calculated metric to use it? The custom field that you have built has a free text or is somethin...

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    Violeta Micu hizo un comentario,

    Hello Diego, I don't know if you received an answer already from Zendesk. If yes please share it also here.  If not maybe something that i did and it helped me will help you as well. Please try to ...