Chandra Robrock

1. Communauté
2. Support Q&A
3. End Users receiving Welcome Emails

Hi Jane! It is expected that your end users would receive a welcome email from Zendesk when your Help Center is enabled by default. However, this wouldn’t actually add them as an Agent (only an End...

• Afficher le commentaire
• Chandra Robrock
• Création 20 octobre 2021 01:51
• 0 vote

1. Communauté
2. Explore Q&A
3. Query shows two entries for one ticket for First Internal Comment - Timestamp

Thanks for confirming! When querying the Ticket Updates dataset, each individual update would be a unique row. Since a ticket being created would be one update and then an internal comment being le...

• Afficher le commentaire
• Chandra Robrock
• Création 18 octobre 2021 22:41
• 0 vote

1. Communauté
2. Explore Q&A
3. Query shows two entries for one ticket for First Internal Comment - Timestamp

Hey Timothy! Mind confirming what metric(s) your query is looking at? I couldn’t tell based on your screenshot but that may provide some additional insight here.

• Afficher le commentaire
• Chandra Robrock
• Création 13 octobre 2021 09:49
• 0 vote

1. Communauté
2. Feedback on Explore
3. Allow Numeric Fields to Appear in Rows/Columns Not Just Metrics

Hi Kuldeep Patidar - Based on your screenshot, it looks like you may have created a Standard Calculated Metric instead of a Standard Calculated Attribute which would explain why you're having troub...

• Afficher le commentaire
• Chandra Robrock
• Création 11 octobre 2021 22:55
• 0 vote

1. Communauté
2. Support Q&A
3. Creating a view within Zendesk to manually assign tickets

Hi Jamie - Views are a way to organize your tickets by grouping them into lists based on certain criteria. As long as the specific ticket that you would not like to be placed into a certain view do...

• Afficher le commentaire
• Chandra Robrock
• Création 9 octobre 2021 14:49
• 0 vote

1. Communauté
2. Explore Q&A
3. Filter out / measure end user/customer responses

Hey Darren - It ultimately depends on how you've built your query as well as which Explore dataset you're using. For instance, if you'd like to query for the number of comments but exclude any end-...

• Afficher le commentaire
• Chandra Robrock
• Création 9 octobre 2021 14:40
• 0 vote

1. Explore
2. ...
3. Building and customizing queries
4. What is the difference between public comments and agent replies in Explore reporting?

Hi Stéphanie CETTOU - Would it be possible to confirm which Role attribute (i.e. Updater Role, Submitter Role, Assignee Role, etc.) you've filtered your Public Comments query by? Also, what date at...

• Afficher le commentaire
• Chandra Robrock
• Création 9 octobre 2021 14:18
• 0 vote

1. Communauté
2. Support Q&A
3. Tickets re-opening without SLA

You wouldn’t be able to measure SLA breaches out of the box without an SLA actually being applied to the ticket. But, in the case of our reopens, we actually don’t have a use case for needing to re...

• Afficher le commentaire
• Chandra Robrock
• Création 6 octobre 2021 11:55
• 0 vote

1. Communauté
2. Support Q&A
3. Tickets re-opening without SLA

Hey Gerad - A FRT or NRT SLA would actually only be triggered when a public comment was left by an end-user, not an agent. While there isn’t a way to trigger a FRT or NRT SLA without the end user l...

• Afficher le commentaire
• Chandra Robrock
• Création 6 octobre 2021 10:14
• 0 vote

1. Communauté
2. Explore Q&A
3. Filter out / measure end user/customer responses

Hey Darren - Would it be possible to elaborate a bit more on your use case? What ticket metric would you like to look at - comments (excluding end user comments) or something else (i.e. tickets)?

• Afficher le commentaire
• Chandra Robrock
• Création 1 octobre 2021 12:49
• 0 vote