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Konstantin Annikov

Adhésion le 16 avr. 2021

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Dernière activité le 28 juin 2023

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Konstantin Annikov a ajouté un commentaire,

Commentaire de la communauté Feedback - Ticketing system (Support)

One more vote for bulk editing of an existing field. 
The paid plugin seems redundant for such a simple operation. 

@... ZZ Graeme Carmichael seems it is popular, doesn't it? Maybe it's time to implement that? 

Afficher le commentaire · Modification le 25 juil. 2022 · Konstantin Annikov

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Konstantin Annikov a ajouté un commentaire,

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

This not an alternative, as it is not possible to combine Explore data with other systems' data (Jira, YouTrack, etc) via "External link sharing"
The only way I see to achieve that is to make Explore to be iframed, or return a query result by API. 

Or you see another workaround, Walter Bellante

Afficher le commentaire · Publication le 31 janv. 2022 · Konstantin Annikov

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Konstantin Annikov a ajouté un commentaire,

CommentaireHow to build dashboards

Hi, 
Do we have updates on that? 

I am trying to achieve the same (combine data from Jira (kind of) and Explore). 

Is it possible? 

Afficher le commentaire · Publication le 31 janv. 2022 · Konstantin Annikov

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Konstantin Annikov a ajouté un commentaire,

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

Pain point for our company as well. 

We are recording backlog for the agents, and backlog differs depending on who is looking at it. 

Simple example: 

An agent is in GMT+0, he is working Mon-Fri, 9-18. We are capturing backlog at 19:00 (agent's time) every day. Tickets are assigned to all agents 9-18 daily (including sat and sun)

This agent has all tickets closed at 19:00 for the whole week (Mon-Fri). The agent looks at the dashboard and all is good for him. Side note: Sat and Sun are excluded from the dashboard.

But a manager is working in GMT+10. When it is Sunday for agent, and backlog is excluded for him, for his manager it is Monday already, so backlog is included in the dashboard. 

So, the pain point: the manager thinks that the agent has a huge backlog (as agent's Sunday is included in manager's dashboard), but the agent actually does not have it. 

 

Afficher le commentaire · Publication le 26 janv. 2021 · Konstantin Annikov

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