Chris Bulin

1. Communauté
2. Chat Q&A
3. Chat emails and offline messages emails

Hi Belinda Foley! You can control this in the personal settings in Chat. To get there go to Chat>Settings>Personal and uncheck the bottom two options on the first page. I'm including a screenshot o...

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• Chris Bulin
• Création 18 septembre 2020 14:18
• 0 vote

1. Communauté
2. Feedback on Explore
3. Trying to report on usage of values in a multi-value field

Hi Michael Chun! You should be able to do the following: Metric: D_COUNT(Tickets) Attribute: Your ticket field Filter that attribute to the specific field(s) you want by clicking on it and checkin...

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• Chris Bulin
• Création 3 septembre 2020 19:17
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1. Communauté
2. Feedback on Explore
3. measuring time while on-hold for several 3rd party

Have you created an organization to represent your vendors? You could then add that organization as a filter. 

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• Chris Bulin
• Création 3 septembre 2020 12:58
• 0 vote

1. Communauté
2. Explore Q&A
3. "Tickets created in the last 90 days" query

Hi Sergiu Captari! If you are using the Backlog dataset, you can use the Backlog Date recorded and the Advanced date settings to do this. FIlter>Backlog Recorded - Date>Edit Date Settings>Advanced ...

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• Chris Bulin
• Création 3 septembre 2020 12:55
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1. Communauté
2. Feedback on Explore
3. measuring time while on-hold for several 3rd party

Thanks for submitting a question Amir Primov. There is an On-Hold Time metric that you can use in Explore. You would just need to be sure that you are targeting only the tickets you want to measure...

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• Chris Bulin
• Modifié 3 septembre 2020 12:38
• 0 vote

1. Communauté
2. Feedback on Chat
3. Issue type tracking

Hi Dan Clapson If your agents are using shortcuts, you can add tags to them which will apply to the ticket. The other option would be to create a ticket form for chats that has a required field tha...

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• Chris Bulin
• Création 28 août 2020 14:45
• 0 vote

1. Communauté
2. Explore Q&A
3. NPS Attributes in Explore

Hi Jahn Jerenz Bronilla! I think you can do this with a combination of groups and result metric calculation. You would group the NPS scores into their buckets of promoter, passive, and detractor. T...

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• Chris Bulin
• Création 26 août 2020 12:28
• 0 vote

1. Communauté
2. Support Q&A
3. How can I read negative comments in the satisfaction surveys?

Thanks for submitting a question David Valenzuela! CSAT comments can be seen at the top of the ticket they are associated with. Additionally, you can use the prebuilt Zendesk Explore dashboard to s...

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• Chris Bulin
• Création 25 août 2020 19:56
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1. Communauté
2. Support Q&A
3. How to create or update many organizations with zendesk API

Hi Milan Mathew generally I test a batch in the admin People UI (see screenshot) first to see if I have everything set up correctly. This page will give you sample CSV files (it will also help with...

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• Chris Bulin
• Création 25 août 2020 12:51
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1. Communauté
2. Support Q&A
3. How to create or update many organizations with zendesk API

Hi Milan Mathew! That endpoint is available also in the documentation: Create Or Update Organization POST /api/v2/organizations/create_or_update.json Creates an organization if it doesn't already e...

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• Chris Bulin
• Création 19 août 2020 15:27
• 0 vote