Gerardo

Activité totale

154
Dernière activité

21 avril 2023 07:58
Membre depuis

16 octobre 2021 11:30
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Votes

63
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43

Aperçu des activités

Dernière activité effectuée par Gerardo

Gerardo a créé une publication, 10 février 2023 12:43
Count number of tickets with multiple tags
1. Communauté
2. Feedback - Reporting and analytics (Explore)
Hi whoever is able to reply to my question, I am having trouble by creating an accurate report based on tags. Creating a group attribute with tags and using the D_Count Ticket metric doesnt help. ...
- Gerardo
- Création 10 février 2023 12:43
- 2 abonnés
- 1 commentaire
- 1 vote
Gerardo a ajouté un commentaire, 2 décembre 2022 18:49
Hi, how are follow-up tickets considered in the one touch tickets? I have noticed that every ticket is counted separately. The same for merged tickets. I know that we can exclude merged tickets,...
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- Gerardo
- Création 2 décembre 2022 18:49
- 0 vote
Gerardo a ajouté un commentaire, 12 octobre 2022 08:14
Hi there, Will there be an option to see the live data for SLA like breached and achieved or also by SLA metrics? Or is this already available?
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- Gerardo
- Création 12 octobre 2022 08:14
- 0 vote
Gerardo a créé une publication, 26 juillet 2022 08:02
More audit log filters
Répondu
1. Communauté
2. Feedback - Ticketing System (Support)
Hi, The audit section could have more filters by example filtering who did the action or on which account the action was made. Example scenario: Agents suspends an account or marks a tickets as ...
- Gerardo
- Création 26 juillet 2022 08:02
- 4 abonnés
- 2 commentaires
- 1 vote
Gerardo a créé une publication, 22 juillet 2022 13:15
Filter view SLA metrics
Répondu
1. Communauté
2. Zendesk Suite Q&A
Hi, Is there any workaround to create views based on SLA metrics? Or conditions to add tags to tickets with SLA metrics? Or anything that can be filtered in Zendesk support to identify which ticke...
- Gerardo
- Création 22 juillet 2022 13:15
- 2 abonnés
- 1 commentaire
- 1 vote
Gerardo a ajouté un commentaire, 21 juin 2022 09:28
Hi, I agree to this, Ideal would have also a condition based on metrics example ticket SLA Next reply time breached or Agent working time breached.
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- Gerardo
- Création 21 juin 2022 09:28
- 0 vote
Gerardo a ajouté un commentaire, 17 juin 2022 14:02
Hi there, Is there a way to filter the SLA for reply and solving time? Ideal would be to have a view for each. Or a to add a tag dedicated to one of both breached. Or a way to prioritize one to a...
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- Gerardo
- Modifié 17 juin 2022 14:04
- 0 vote
Gerardo a ajouté un commentaire, 28 avril 2022 07:46
Hi Heather Rommel, We followed all the steps above and thank you for this powerful hint. I have a question about this part We get the error that the account is not authorized, we add the email of ...
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- Gerardo
- Modifié 28 avril 2022 07:47
- 1 vote
Gerardo a ajouté un commentaire, 8 avril 2022 07:40
Hi @..., Thanks a lot for the hint, I am very interested, but we are not using messaging, we still use chat. Therefor I believe, we can not participate, as it is in the requires.
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- Gerardo
- Création 8 avril 2022 07:40
- 0 vote
Gerardo a ajouté un commentaire, 29 mars 2022 12:37
Hi, why no community moderator of Zendesk had some thoughts on this topic? Can we get a feedback?
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- Gerardo
- Création 29 mars 2022 12:37
- 7 votes