Crawford Philleo
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Activité récente par Crawford Philleo-
Change Attribute on new Dashboard Builder?
Hi, I was asked to cross-post to this forum from this article. I'm pretty concerned that it doesn't appear the "Change attribute" feature will be included with the new dashboard builder. Nearly eve...
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Keyboard Shortcuts for Explore
It would be great if some additional keyboard shortcuts/hotkeys were added to Explore. I know you can use "Command + B" to refresh reports on a dashboard tab (which I love), but how cool would it b...
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Database Timeout Error on Users Endpoint
Hey there - I have a sidebar app that I've developed and noticed that recently the Users endpoint is timing out when making a request to this url: `{domain}/api/v2/users.json?role[]=agent&role[]=a...
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Requester External ID in Updates History Dataset?
I'm not seeing [Requester external ID] as an available attribute in the Updates History data set. Am I missing it, or would it be a challenge to include it?
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Time Spent Merging Tickets
A huge blind spot in my org's Zendesk Data is the amount of time agents are spending merging tickets. It appears that the update action that happens when an agent merges one ticket into another tic...
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Tip: Year over Year Reporting Using "Running Year (Month)" Custom Attribute
I wanted to share some steps I came up with for reporting ticket volume in a way that allows you to see % change year-over-year by month. This requires creating custom metrics and attributes in Zen...
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Update ticket assignee (but no Update ticket assignee ID)
As I'm building out reporting on our agent performance metrics, I'm finding it really difficult to manage agents across three of the attributes available in the Ticket Updates data sets: [Update ti...
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First Reply Time and Merging
Zendesk's "First Reply Time" metric on the Tickets data sets calculates the time from creation to the first public comment by an agent. However, if an agent merges a ticket (and does so with a publ...