Avatar

Amber Martin

  • Activité totale 66
  • Dernière activité
  • Membre depuis
  • Abonné à 0 utilisateur
  • Abonnés 0 utilisateur
  • Votes 11
  • Abonnements 26

Aperçu des activités

Dernière activité effectuée par Amber Martin
  • Avatar

    Amber Martin a ajouté un commentaire,

    Maria - were you able to get a report in insights for ticket escalations between teams? I was able to build a report for T1 agents grabbing unassigned tickets using explore and field name "assignee...

  • Avatar

    Amber Martin a ajouté un commentaire,

    Yes I have read the articles and called the support team.   In insights I was using [Text Field] Previous Value and [Text Field] New Value to create a report to show which agents took unassigneds s...

  • Avatar

    Amber Martin a ajouté un commentaire,

    Im using a bar graph. When I select remove blank values it does remove that value but leaves the attribute as a place holder. I would want it to remove that piece - see below.  

  • Avatar

    Amber Martin a créé une publication,

    Calculated Metric for a Check Box

    Répondu

    I have a checkbox called "Replicated" that my agents use when they replicate an issue. I want to pull the % of tickets replicated so it would be replicated/total tickets.The problem is I cannot fig...

  • Avatar

    Amber Martin a ajouté un commentaire,

    Do you know if there is a way to remove 0 values from explore? I am having the opposite problem where I dont want them to show. I want through Results Manipulations and had no luck.

  • Avatar

    Amber Martin a ajouté un commentaire,

    I am having this same problem.

  • Avatar

    Amber Martin a créé une publication,

    Tier 2 Unassigned Tickets Report

    Répondu

    I have a Tier 1 and Tier 2 Support Team, I want to create a report that shows tickets assigned from Tier 1 to Tier 2 support by Week Day. IE: Monday - 4 Tuesday - 7 Wednesday 9 etc. I want it to sh...

  • Avatar

    Amber Martin a ajouté un commentaire,

    This is needed!

  • Avatar

    Amber Martin a créé une publication,

    Ignore First Comment in Ticket

    Background: We use the time spent app in Zendesk. I am trying to get the average time spent per comment but NOT including the first comment because the first comment should be reflected in the time...

  • Avatar

    Amber Martin a créé une publication,

    Report with Description Contains Words ....

    In Zendesk Support you have the ability to setup a trigger or view based of description contains one or more of the following words. How can I do this in insights? I want to create a report that pu...