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Gerald J's Avatar

Gerald J

Data ingresso 04 mag 2022

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Ultima attività 26 set 2024

Zendesk Luminary

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Gerald J ha commentato,

CommentoMeasuring success

When reporting Group SLA, how do i separate or show the group / team who completed the ownership time? and not the current group the ticket is assigned to. 

Visualizza commento · Data ultimo post: 30 lug 2024 · Gerald J

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Gerald J ha commentato,

CommentoBuilding reports

For Group SLA dataset, what attribute indicates the Ticket Group that fulfilled the ownership time and not the current ticket group of the ticket? Should the flow is assigning it back from the internal group to the customer facing group.

Visualizza commento · Data ultimo post: 30 lug 2024 · Gerald J

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Gerald J ha commentato,

Commento nella community Feedback - Reporting and analytics (Explore)

hi Zendesk, when can we expect this :D

Visualizza commento · Data ultimo post: 27 giu 2024 · Gerald J

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Gerald J ha commentato,

CommentoTicket management

Can the ticket  sharing dropdown by controlled? like display when the ticket belongs to certain groups or forms?

Visualizza commento · Data ultimo post: 29 apr 2024 · Gerald J

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Gerald J ha commentato,

CommentoExplore recipes

what is the correct agent group to use here? Ticket Group or Update Ticket Group? The goal is to see by group and by agent the number of tickets they have updated in a day

Visualizza commento · Data ultimo post: 23 apr 2024 · Gerald J

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Gerald J ha commentato,

CommentoTicket basics

We tried forcing our agents to use Home by removing some of the Views  they have. The feedback was they prefer the View option where the ‘Play’  button is available. This let them work continously. It would be nice if ‘Play’ would also be available in the Home page. So for now, we enabled My Open Tickets view again.

Visualizza commento · Data ultimo post: 18 apr 2024 · Gerald J

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Gerald J ha commentato,

CommentoExplore recipes

Following the Update Handling Time, it captures each update done a ticket (public comment, internal note, etc). Averaging this would return a lower number. 

We need to capture the total time spent by each agent in a ticket and average them. I want to attribute to each agent/actor the time they spent on tickets they handled.

Visualizza commento · Data ultimo post: 13 feb 2024 · Gerald J

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Gerald J ha commentato,

CommentoPublishing and sharing dashboards

Can I add multiple datasets on the same beta dashboard and apply multiple data restrictions? Like assignee email from Support, updater email from Update history, assignee name from Backlog?

When can we expect to see here the Agent state dateset?

Visualizza commento · Data ultimo post: 06 feb 2024 · Gerald J

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Gerald J ha creato un post,

Post Feedback - Reporting and analytics (Explore)

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Explore was recently updated to show all dashboards to the admin. But it doesn't solve the problem of other users with permissions editing dashboards they shouldnt edit or update. 

What problem do you see this solving? (1-2 sentences) 

The team who manages dashboards would be able to stop others from editing or tampering with “official” or “connected” dashboards. They can still build their own but must not be allowed to make changes on the main dashboard.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This is an ongoing problem as we have people who make changes on our official dashboard (despite having DO NOT EDIT in the dashboard title). This is a problem given that we have multiple dashboards that use the same reports. One simple change affected all the other dashboards.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

I have to explicitly write as part of the title “DO NOT EDIT” 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

A user with explore building permissions can “restrict” a dashboard to be edited by other users (except for admins who can see and edit any dashboards).

This should also apply to the report.

Data ultima modifica: 11 dic 2023 · Gerald J

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Gerald J ha commentato,

CommentoExplore recipes

The custom agent statuses doesnt adjust when a group filtered is applied which defeats the whole purpose of us using this configuration.

If we filter to group A, it shoud display who is online, who is not, who is lunch, or break. 

Right now it shows all agents in the same custom status. We cannot even filter it by group.

Visualizza commento · Data ultimo post: 28 nov 2023 · Gerald J

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