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SISTEMA

Adhésion le 16 avr. 2021

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Dernière activité le 22 mai 2024

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SISTEMA a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

We can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings. As we get the data from the API we can include ticket notes aswel and grups filter.

Here’s an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

Afficher le commentaire · Publication le 03 janv. 2023 · SISTEMA

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SISTEMA a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

If anyone is interested in this feature we can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings. As we get the data from the API we can include ticket notes aswel.

Here’s an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

Afficher le commentaire · Publication le 20 déc. 2022 · SISTEMA

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SISTEMA a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

If anyone is interested in this feature we can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings.

Here there's an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

Afficher le commentaire · Publication le 15 déc. 2022 · SISTEMA

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SISTEMA a ajouté un commentaire,

Commentaire de la communauté Developer - Zendesk APIs

You can get the full list in the dropdown "Time zone" when you try to add a new Schedule inm Admin Center. The url access should be like:

https://.zendesk.com/admin/objects-rules/rules/schedules.

Yoi can inspect the website and locate in the html code all the values. All of them are GMT related.

Afficher le commentaire · Publication le 15 déc. 2022 · SISTEMA

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SISTEMA a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

We can create custom real-time reports integrated in Zendesk using Zendesk API even crossing any data set, including search, column sorting, excel download or excel periodic mailings.

Here there's an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

 

Afficher le commentaire · Publication le 15 déc. 2022 · SISTEMA

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SISTEMA a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

We can not make a custom dashboard via API without cost, our work has a value. If you are stil interested we can define the details.

Afficher le commentaire · Publication le 15 déc. 2022 · SISTEMA

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SISTEMA a ajouté un commentaire,

Commentaire de la communauté Feedback - Reporting and analytics (Explore)

If anyone is interested in this feature we can provide custom real-time reports integrated in Zendesk using Zendesk API so we can cross any data source, including search, column sorting, excel download or excel periodic mailings.

Here’s an example showing real SLA when different agents interact with the same ticket, since this is not possible in Zendesk Explore.

Afficher le commentaire · Publication le 14 déc. 2022 · SISTEMA

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SISTEMA a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

Hi,

Your formulas indexes are wrong. Using SUBSTR with example date "2022-11-21T15:19:18":

SUBSTR(DS Outbound call time), 0,4) with this one you get "2022" (year)

SUBSTR(DS Outbound call time), 5,7) with this one you get "11" (month)

SUBSTR(DS Outbound call time), 8,10) with this one you get "21" (day)

SUBSTR(DS Outbound call time), 11,13) with this one you get "15" (hour)

SUBSTR(DS Outbound call time), 14,16) with this one you get "19" (minute)

SUBSTR(DS Outbound call time), 17,19) with this one you get "18" (second)

 

 

Afficher le commentaire · Publication le 01 déc. 2022 · SISTEMA

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SISTEMA a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

Hi,

Yoi can convert it first to Date with:

DATE(_year,_month,_day,_hour,_minute,_second)

And then convert it to Timestamp with:

DATE_TO_TIMESTAMP(_date)

To get the "year", "month", "day", "hour", "minute" and "seconds" you can play with the text functions FIND (to find index to chars '-' or 'T' or ':') , RIGHTPART and LEFTPART to trim the text.

Details on text functions:

https://support.zendesk.com/hc/en-us/articles/4408834558746-Explore-functions-reference#topic_l1t_plf_dhb

 

 

Afficher le commentaire · Publication le 01 déc. 2022 · SISTEMA

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SISTEMA a ajouté un commentaire,

Commentaire de la communauté Feedback - Chat and Messaging (Chat)

Hi Mick,

We missed the reply, sorry. Yes, that is the feature that we had in mind. Our agents noticed it would be very helpful when they receive multiple questions in a row during a chat. This feature would make the answers clearer and would save our agents the time to refer to a specific question when answering. 

 

Thanks for taking the feedback into consideration, we'll keep an eye to any early test.

regards,

Afficher le commentaire · Publication le 05 mai 2022 · SISTEMA

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