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MineralTree | Support

Adhésion le 15 avr. 2021

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Dernière activité le 27 mars 2024

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MineralTree | Support a créé une publication,

Publication Q&A - Reporting and analytics

I would like to be able to track the SLA history of a ticket. Something like:

Ticket 12345

First Reply Metric Entered, 03/26/2024 9:15 AM

First Reply Metrice Success (i.e. first reply was sent) 03/26/2024 10:00 AM

Customer Replied 03/26/2024 10:05 AM 

Next Reply Metric Entered, 03/26/2024 10:05 AM

Next Reply Metric Failed, 03/28/2024 10:06 AM

Agent Replied 03/28/2024 11:30 AM..

Etc.

 

Anybody have any way to make this happens? The above format is not firm…I'm open to anything that makes it easy to see what happened.

 

  

Publication le 27 mars 2024 · MineralTree | Support

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MineralTree | Support a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

That nailed it. One of the problems I was having was that I TRIED Metric filter but I couldn't figure out how to get rid of the low value of '0'. I couldn't move the slider. This time I clicked on the 0 and it became an editable field.

Thank you!

Afficher le commentaire · Publication le 18 déc. 2023 · MineralTree | Support

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Publication Q&A - Reporting and analytics

I'm fairly certain that when this gets answered I'm going to say "of course, that was a dumb question" but here it is...

I've created a metric for tickets that have had >5 touches. 

I've created a report with that as the chosen metric.

The filters are for a certain group and a certain date range.

If I put "Ticket ID" as one of the attributes, I get a list of ALL tickets that meet the filter criteria as well as a column for the metric with a "0" or "1" representing, as we know, whether or not that ticket met the criteria of the metric.

What I WANT to see is only tickets that are part of the metric, i.e. only those that the metric column shows a '1'.

Maybe it's because I'm doing this late on a Friday and my brain has stopped working but I just can't get the results I want.

Any help would be appreciated

Publication le 15 déc. 2023 · MineralTree | Support

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MineralTree | Support a ajouté un commentaire,

Commentaire de la communauté Feedback - Voice (Talk)

Shawna,

I appreciate you chiming in here. As big of a problem it is that this functionality is not in the product nor has been delivered in the timeframes laid out, the bigger problem for many of us is the complete lack of response to our requests for updates.

If you read through the comments you'll see that time and again this community is ignored when asking a very valid question: could someone tell us what's going on?

I don't know if it is because nobody on the Zendesk Product team wants to take ownership, or if it's just a difficult question to answer, knowing that the community is upset but regardless of the reasoning the ending result is that you are perceived to be uncaring and apathetic to your customer base.

I'm sure that this has already cost Zendesk $$$ when it comes to renewals and it will cost them more as long as your company continues to ignore your customers.

Afficher le commentaire · Publication le 06 déc. 2023 · MineralTree | Support

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MineralTree | Support a ajouté un commentaire,

CommentaireTicket customization

We use 2 ticket custom fields that are also required for resolution. They are both drop down types. One field is "classification" where the agent must select a classification, for instance "Login::Unable to log in".

This list is old with many outdated choices. We are going through a process to evaluate each 'resolution' and decide if it is still fitting. The end result of this project will be that we will delete many resolutions an add more.

What sort of effect will this have on our data? What about our reporting? If I remove a resolution will I still be able to report, filter or sort on it in Explore? What sorts of things should we be aware and wary of?

Afficher le commentaire · Publication le 10 oct. 2023 · MineralTree | Support

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MineralTree | Support a ajouté un commentaire,

CommentaireExplore recipes

What I need to do is combine two 'channels' into one. We consider "Web" and "Email" as the same channel. Right now my reporting looks like this...

 

 

 

I want to add Web+Email so I show them as one of 3 channels along with Voice and Chat.

 

Can someone point me in the right direction?

Afficher le commentaire · Publication le 27 sept. 2023 · MineralTree | Support

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MineralTree | Support a créé une publication,

Publication Q&A - Users, groups, and organizations

We have a need that I can't imagine is unique to us: We need our agents to be able to quickly identify that an incoming ticket is from a VIP customer. Tagging the VIP orgnizations is an easy thing to do but we need that to be in "flashing letters and sirens" (exaggeration intended) for our agents to see on the ticket. I can imagine this happening in a number of the ways I'll list below but I'm open to whatever might be available:

* A dialog box opening up when a ticket from a VIP is opened.

* A change in the organization name field at the top of the ticket (a colored icon gets added?)

* A change in the subject line that is obvious.

We just need something to be obvious so our agents are aware that they are talking to a high(er) value customer.

Is there anything out there? Is there a way to do it in the Support app that I'm missing? Is there something in the marketplace. I searched and didn't find anything seemingly useful but maybe I'm missing something. Has anybody else been faced with this challenge and found a resolution?

 

Publication le 11 sept. 2023 · MineralTree | Support

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MineralTree | Support a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

thanks for the response. I'll take a look at this.

Afficher le commentaire · Publication le 23 juin 2023 · MineralTree | Support

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MineralTree | Support a créé une publication,

Publication Q&A - Reporting and analytics

It's been a while since I've written a Standard Calculated Attribute and I'm failing miserably. I need to combine the "Email" and "Web" values of the Ticket Channel attribute. Any guidance would be appreciated.

Publication le 08 juin 2023 · MineralTree | Support

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MineralTree | Support a ajouté un commentaire,

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

Hey, that was it. Actually, once I changed the "metrics" to tickets updated" and the filter to "update - timestamp" it all fell into place. 

A big THANK YOU for this.

Afficher le commentaire · Publication le 21 avr. 2023 · MineralTree | Support

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