Chris

Thanks... When I type it in, though, "Total time spent" isn't an option in the drop-down. Only "Total followers". I must have done something wrong setting up the query in the "Support: Ticket Updates" calculation. 

I set up the formula in Support: Ticket Updates data set with no problem. However, when I come back to Support: Tickets and enter the formula VALUE(Total time spent (sec))/60, I get an error. See image below. What am I doing wrong?

Helpful... Thank you! What about Automated Direct Replies? That would be extremely helpful, as well. Zendesk mentions them in the same article, but not how to build them. 

The top search terms in our chat bot widget are things, such as "hello, hi, agent, human," etc. These are folks who clearly want to chat to a live agent. How do I have these terms trigger an automatic transfer to a live agent through messaging? Currently, the customer just receives irrelevant search results with the "Was this helpful?" question at the bottom--a TERRIBLE experience.

I found this example in an article. It appears that the chat bot knew to transfer the customer to an agent when the customer entered "Upgrade my plan." However, it never explains HOW to do this. 

Me, too. Please let me update. 

I agree with my fellow Zendesk users. Without being able to see total votes per article to determine statistical significance, or to calculate a "Helpful Rate" (up-votes/total votes), it's going to prove difficult to rapidly iterate and improve our knowledge base. 

When will this capability be rolled out?