Chris Murray

Hey Leva,

I think the only option we have now is to use decompose to get close to what we used to your drill-through for.

Now what I've been doing is, clicking on the data I used to be able to drill-through into, choosing decompose, then selecting a few things I need to see (Ticket ID, core issue, subject, time, etc). It then basically changes the whole report to zoom in on those numbers for that data point you clicked on.

Not as convenient or helpful as drill-through was in my opinion, but it's better than nothing. 

I'm likely doing something wrong, but when I click drill-in it shows me ALL tickets in the query instead of just the list of tickets from the field I'm selecting. 

Is there a way, with this new feature, to drill in to only the field I click on?

(Example, if the report I pull has 1000+ tickets, but the tickets I want to drill into only has 15 tickets, how do I get drill-in to show me that data for just those 15 instead of all 1000+ tickets.)

Definitely need the ability for all reporting to be in one timezone while agents have the ability to see their day-day ticket/chat work in their own timezones.

Can you please enable us configure ZD so that the CSAT score stays assigned to the rep that first received the score/solved the ticket, instead of the score being passed to someone else if the ticket re-opens.

Example:

1. I help a customer, solve the ticket, and they give it a bad csat score. (For now that score is mine/hurts me)
2. If the ticket re-opens, and you take it, and help the person, even if you do a great job, the negative CSAT now hurts YOUR score

This motivates the behavior of reps skipping re-opened tickets as they don't want to take on someone else's negative csat. The workaround suggested of creating a new interaction and merging the tickets, is not scalable.