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JI

Adhésion le 22 févr. 2022

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Dernière activité le 21 févr. 2024

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JI a ajouté un commentaire,

Commentaire de la communauté Q&A - Tickets and email

Anything further on this?

Still affected by this.

Afficher le commentaire · Publication le 19 févr. 2024 · JI

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

We're trying to do the same but this isn't available.

Measuring SLA is currently only available against Assignee using Explores Support SLA dataset (Further confirmed in Zendesk Support Ticket 12314928).

What's desired here (Example of a single ticket):
- Created by End-user
- Update by Agent 1: First Reply SLA target is satisfied
- Update by End-user
- Update by Agent 2: Next reply SLA target is satisfied
- Update by End-user
- Update by Agent 3: Next Reply SLA target is breached
- Update by End-user
- Update by Agent 1: Next reply SLA target is breached

Explore analytics to show:
Agent (ie updater) - SLA Targets - SLA achieved
- Agent 1 - 2 - 50%
- Agent 2 - 1 - 100%
- Agent 3 - 1 - 0%

Afficher le commentaire · Modification le 05 févr. 2024 · JI

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CommentaireBuilding reports

Hi Rosie,

Not sure that you've understood the question, actually.  I am referring to 'Yesterday (working day)' which is an option in the date selection.  See it in the article above, heres an exerpt:

"Yesterday (working day) will show either the previous day's results if the current day is between Tuesday through Saturday or the previous Friday if the current day is a Sunday or Monday."

(Here's a link:  https://support.zendesk.com/hc/en-us/articles/4408828872602-Editing-dates-and-date-ranges#:~:text=yesterday%20(working%20day)%20will%20show%20either%20the%20previous%20day's%20results%20if%20the%20current%20day%20is%20between%20tuesday%20through%20saturday%20or%20the%20previous%20friday%20if%20the%20current%20day%20is%20a%20sunday%20or%20monday.)

In this, the 'Yesterday (working day)' will go back to the last working day (per the description provided above).  I assume this would be pulled from the scheduled that is configured.  Hence asking if a holiday is added, whether this holiday be considered in the 'Yesterday (working day)' calculation.

Afficher le commentaire · Publication le 08 déc. 2023 · JI

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CommentaireBuilding reports

Does Yesterday (working day) consider holidays in the schedule?

Eg, today is Monday, last Friday was a holiday (Added in schedule), so last working day was Last Thursday.

Afficher le commentaire · Publication le 05 déc. 2023 · JI

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Commentaire de la communauté Feedback - Admin Center

+1 upvote from me!

Managing teams in different countries means manual creation of individual holidays for each schedule.  A very unnecessarily time consuming activity in this day and age.

Bulk import would be a big help.

Afficher le commentaire · Publication le 12 avr. 2023 · JI

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JI a créé une publication,

Publication Feedback - Admin Center

Change this:

'The Allow account assumption feature is enabled.'

To this:

'The Allow account assumption feature was enabled by [UserName].'

Publication le 12 avr. 2023 · JI

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Commentaire de la communauté Feedback - Ticketing system (Support)

Hi Kolten,

Any updates on this, perhaps?

Afficher le commentaire · Publication le 19 oct. 2022 · JI

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CommentaireTicket management

I don't feel that my question is answered.

I'm asking whether there is a way to automatically set the resolution field when the merge is done, without having to update each of the tickets individually.

Doing this manually is not pheasible or practical, given the quantity and frequency of ticket merges.

For context, this happens when a recipient is the email address of a customers helpdesk systems (meaning that responses from these create new tickets each time), or when multiple notifications are received (eg Azure monitoring) for the same trigger.

Afficher le commentaire · Publication le 23 févr. 2022 · JI

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CommentaireTicket management

Is there an automation option to set resolution to [X] when a ticket is merged, so that my ticket resolutions are not [Blank] ?  (Affecting my telemetry and dashboards)

 

Thanks!

Afficher le commentaire · Publication le 22 févr. 2022 · JI

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