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Gerald J's Avatar

Gerald J

Incorporación 04 may 2022

·

Última actividad 26 sept 2024

Zendesk Luminary

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RESUMEN DE LA ACTIVIDAD

Última actividad de Gerald J

Gerald J hizo un comentario,

ComentarioMeasuring success

When reporting Group SLA, how do i separate or show the group / team who completed the ownership time? and not the current group the ticket is assigned to. 

Ver comentario · Publicado 30 jul 2024 · Gerald J

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Gerald J hizo un comentario,

ComentarioBuilding reports

For Group SLA dataset, what attribute indicates the Ticket Group that fulfilled the ownership time and not the current ticket group of the ticket? Should the flow is assigning it back from the internal group to the customer facing group.

Ver comentario · Publicado 30 jul 2024 · Gerald J

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Gerald J hizo un comentario,

Comentario de la comunidad Feedback - Reporting and analytics (Explore)

hi Zendesk, when can we expect this :D

Ver comentario · Publicado 27 jun 2024 · Gerald J

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Gerald J hizo un comentario,

ComentarioTicket management

Can the ticket  sharing dropdown by controlled? like display when the ticket belongs to certain groups or forms?

Ver comentario · Publicado 29 abr 2024 · Gerald J

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Gerald J hizo un comentario,

ComentarioExplore recipes

what is the correct agent group to use here? Ticket Group or Update Ticket Group? The goal is to see by group and by agent the number of tickets they have updated in a day

Ver comentario · Publicado 23 abr 2024 · Gerald J

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Gerald J hizo un comentario,

ComentarioTicket basics

We tried forcing our agents to use Home by removing some of the Views  they have. The feedback was they prefer the View option where the ‘Play’  button is available. This let them work continously. It would be nice if ‘Play’ would also be available in the Home page. So for now, we enabled My Open Tickets view again.

Ver comentario · Publicado 18 abr 2024 · Gerald J

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Gerald J hizo un comentario,

ComentarioExplore recipes

Following the Update Handling Time, it captures each update done a ticket (public comment, internal note, etc). Averaging this would return a lower number. 

We need to capture the total time spent by each agent in a ticket and average them. I want to attribute to each agent/actor the time they spent on tickets they handled.

Ver comentario · Publicado 13 feb 2024 · Gerald J

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Gerald J hizo un comentario,

ComentarioPublishing and sharing dashboards

Can I add multiple datasets on the same beta dashboard and apply multiple data restrictions? Like assignee email from Support, updater email from Update history, assignee name from Backlog?

When can we expect to see here the Agent state dateset?

Ver comentario · Publicado 06 feb 2024 · Gerald J

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Gerald J creó una publicación,

Publicación Feedback - Reporting and analytics (Explore)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Explore was recently updated to show all dashboards to the admin. But it doesn't solve the problem of other users with permissions editing dashboards they shouldnt edit or update. 

What problem do you see this solving? (1-2 sentences) 

The team who manages dashboards would be able to stop others from editing or tampering with “official” or “connected” dashboards. They can still build their own but must not be allowed to make changes on the main dashboard.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This is an ongoing problem as we have people who make changes on our official dashboard (despite having DO NOT EDIT in the dashboard title). This is a problem given that we have multiple dashboards that use the same reports. One simple change affected all the other dashboards.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

I have to explicitly write as part of the title “DO NOT EDIT” 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

A user with explore building permissions can “restrict” a dashboard to be edited by other users (except for admins who can see and edit any dashboards).

This should also apply to the report.

Editado 11 dic 2023 · Gerald J

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Gerald J hizo un comentario,

ComentarioExplore recipes

The custom agent statuses doesnt adjust when a group filtered is applied which defeats the whole purpose of us using this configuration.

If we filter to group A, it shoud display who is online, who is not, who is lunch, or break. 

Right now it shows all agents in the same custom status. We cannot even filter it by group.

Ver comentario · Publicado 28 nov 2023 · Gerald J

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