John Ara

Hi Zendesk Team,

Is it possible to solve for the first reply time from the time the ticket was assigned to the agent up to the first public comment?

I've tried to subtract the “First Assignment” to the “First Reply Time” via custom metric, but I am not sure if I got the formula correct.

It's interesting they still have not thought of implementing this feature. It's 2024!
There's no option to export/import these shortcuts as well.

Hello.

How do we filter the random selection tickets by month or custom dates?

For example, I want to monitor tickets from the month of February 2024 (February 1-29, 2024) or the week of March 4-9, 2024.

I would like to check if it is possible to filter only closed or solved tickets.

I also want to see a few individuals only instead of getting all the assignees.

Thank you.