Recherches récentes
Pas de recherche récente

Roberto Cassarino
Adhésion le 10 févr. 2022
·
Dernière activité le 26 avr. 2024
Suivis
0
Abonnés
0
Activité totale
5
Votes
0
Abonnements
2
APERÇU DES ACTIVITÉS
BADGES
ARTICLES
PUBLICATIONS
COMMENTAIRES DE LA COMMUNAUTÉ
COMMENTAIRES SUR L’ARTICLE
APERÇU DES ACTIVITÉS
Dernière activité effectuée par Roberto Cassarino
Roberto Cassarino a créé une publication,
Hello,
I tried to search for this but I'm not sure if it's actually something tricky to achieve or if it's just hiding in front of my eyes.
I need to create a report to show trending issues week by week.
We have a multiselect field that is our custom tagging system. I need to create a report that weekly will show which values had the highest increase since the previous week, to spot potential trending issues.
i.e. if we got 3 tickets in week 15 for battery not charging
and 10 tickets in week 16, I'd like to have a graph that shows it to me.
Basically, a sparkline graph but sortable for the highest increase (trend), and that shows me the increasing amount (i.e. +7 in the previous example).
Can you give me some advice on how to achieve this?
Thanks a lot everyone for your help!
Modification le 26 avr. 2024 · Roberto Cassarino
0
Abonnés
1
vote
1
Commentaire
Roberto Cassarino a ajouté un commentaire,
Hi,
In Zendesk Talk, if a line has a schedule for specific business hours, a call made outside business hours, but with an agent still online, will be routed to the voicemail or the agent will get the call?
Thanks
Afficher le commentaire · Publication le 29 juin 2023 · Roberto Cassarino
0
Abonnés
0
Votes
0
Commentaire
Roberto Cassarino a ajouté un commentaire,
Hi,
thanks a lot, this is very helpful.
In our environment we're escalating tickets to "Tech Support" group from different groups, so from the formula I removed the "previous value" and now it looks like this (obviously I changed the group ID)
IF ([Changes - Field name] = "group_id" AND
[Changes - Previous value] = "36000000xxxx" AND
[Changes - New value] = "3600000xxxxx") THEN
[Update ID]
ENDIF
When a tkt is updated, the "Tech Support" team assigns it back to the original owner, so I added a row with the Assignee name to see who's the owner of the escalated ticket.
However, I'm trying to see also the actual ticket IDs of the tickets but if I add the Ticket ID as a Row it shows all the tickets, regardless if they've been assigned to the group or not.
How can I add the Ticket ID to the output to see how many and which tickets have been assigned to the specific group?
Thanks a lot!
Afficher le commentaire · Publication le 10 févr. 2022 · Roberto Cassarino
0
Abonnés
0
Votes
0
Commentaire