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shweta Ankalaki

Adhésion le 02 sept. 2022

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Dernière activité le 06 févr. 2024

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Dernière activité effectuée par shweta Ankalaki

shweta Ankalaki a ajouté un commentaire,

Commentaire de la communauté Q&A - Reporting and analytics

Hey Gabriel Manlapig,

Thanks for your response.

Could you please suggest to us the Formula of the custom metrics that gives the different parent and child time logs in different columns?

It would be more helpful for us.

Afficher le commentaire · Publication le 06 févr. 2024 · shweta Ankalaki

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shweta Ankalaki a créé une publication,

Publication Q&A - Tickets and email

Hi Team,

To monitor the duration of time spent by agents on each ticket, we depend on a "time tracking app". However, we've noticed that when agents create a child ticket from a parent ticket using side conversation, the time log from the parent ticket is also duplicated onto the child ticket. This duplication is causing inaccuracies in the time log of the child tickets in explore reports.

This first entry has came from the parent ticket which has logged when the child ticket gets created.

Are you able to offer any guidance on how to prevent this behavior from happening again?

Publication le 10 avr. 2023 · shweta Ankalaki

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shweta Ankalaki a créé une publication,

Publication Q&A - Reporting and analytics

Is there any way to get both parent and child tickets data, along with their total timelog in one report? Here is a sample report format that explains what I'm trying to achieve:

Publication le 07 mars 2023 · shweta Ankalaki

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shweta Ankalaki a ajouté un commentaire,

CommentaireManaging your email

Hi Christine,

We have not crossed above mentioned Gmail resources limits. but still we are getting the same issue.

Afficher le commentaire · Publication le 06 oct. 2022 · shweta Ankalaki

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shweta Ankalaki a ajouté un commentaire,

CommentaireManaging your email

Hi There!

We are unable to connect our gmail account to zendesk, we are getting the below error message from zendesk once we connected the Email ID. Can you please help us resolving this error. 

Afficher le commentaire · Publication le 02 sept. 2022 · shweta Ankalaki

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