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Kat

Data ingresso 18 ago 2022

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Ultima attività 06 feb 2025

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Post Q&A - Reporting and analytics

Hello everyone!

 

One of crucial metrics that my company needs to report on involves an average number of tickets that were worked by a specific group in a given month. So for example, what was the monthly average number of tickets worked per agent that belonged to Customer Service group (10 members).

 

At the moment, we're getting this number manually by keying Zendesk tickets w/updates per each agent in a given group into a spreadsheet, which later divides this to return the average number of tickets worked in each month. We want to refrain from using spreadsheets though and keep the data in one place (Explore dashboards).

 

Is there any way to achieve this in Explore? We tried building custom metrics but didn't come up with anything that looks reliable.

Data ultimo post: 02 ago 2024 · Kat

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CommentoZendesk Support app for mobile

Hello! Is there a chance of getting the dark mode for Zendesk also on desktop version, so that it's easier on the eyes of the night shift agents?

Visualizza commento · Data ultimo post: 03 giu 2024 · Kat

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CommentoAnnouncements

Hello! Will the agent Home support viewing the CSAT on earned agent's scores directly by clicking on good/bad tickets that were rated? Similar to what used to happen in the old Home page experience?

Visualizza commento · Data ultimo post: 29 mag 2024 · Kat

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Commento nella community Feedback - Reporting and analytics (Explore)

Also pulling dates when attachments were added would be very hepful, either on the ticket events or in Explore

Visualizza commento · Data ultimo post: 23 gen 2024 · Kat

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Kat ha commentato,

Commento nella community Feedback - Reporting and analytics (Explore)

To add to this, it would be also great to be able to report when the attachments where added by the agents/customers to the ticket.

Visualizza commento · Data ultimo post: 23 gen 2024 · Kat

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Commento nella community Feedback - Ticketing system (Support)

Same problem as above, we would like to automatically send a pdf leaflet and an email to the customers in certain situations to boost the efficiency of the team, and at the moment seems like we can't really do it in any other way than file hosting and then attaching a url.

Visualizza commento · Data ultimo post: 18 dic 2023 · Kat

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CommentoZendesk basics

Is there any requirements listed for Messaging and Sunshine SDK? I have a problem with an end-user (who's a  customer for our business) accessing the list of their chats in-app on the home wifi, whereas it works okay on public networks, which makes me think there must be something blocked on their router/firewall setting. The above SDK requirements are fulfilled by the customer. 

I have contacted Zendesk Support, but not helpful so far.

Visualizza commento · Data ultimo post: 16 ott 2023 · Kat

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Kat ha commentato,

Commento nella community Feedback - Voice (Talk)

I concur, it would be really helpful if the unsuccessful outbound calls could be reported on in the similar way as the inbound calls are.

Is there a way of making a product request for this so this gets looked into, or is this not on the roadmap at all?

Visualizza commento · Data ultimo post: 30 ago 2023 · Kat

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Kat ha commentato,

Commento nella community Q&A - Tickets and email

We have a similar requirement, but our agents need to leave an internal note after every interaction with the customer, so would also be interested in getting a solution like this in place.

Visualizza commento · Data ultimo post: 24 ago 2023 · Kat

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CommentoHow to fix issues in Zendesk messaging

I have the same issue as Michael Jagt - the support ticket I had opened ages ago was unhelpful and got resolved by Zendesk Support without providing a resolution.

Visualizza commento · Data ultimo post: 21 lug 2023 · Kat

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