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Alex Zheng
参加日2021年10月22日
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前回のアクティビティ2024年8月14日
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さんの最近のアクティビティ Alex Zheng
Alex Zhengさんがコメントを作成しました:
コメントExplore recipes
Hey Denise,
I believe this is just the random selection so each ticket is randomly assigned a value of 0 or 1.
I believe this is just the random selection so each ticket is randomly assigned a value of 0 or 1.
コメントを表示 · 投稿日時:2024年8月14日 · Alex Zheng
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Alex Zhengさんがコメントを作成しました:
コミュニティのコメント Q&A - Reporting and analytics
Hey Vinicius,
Thanks for reaching out, so you should be able to use the default metrics and attributes in order to create a report with this information. I would start with something like the following and you can make adjustments as necessary.
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Thanks for reaching out, so you should be able to use the default metrics and attributes in order to create a report with this information. I would start with something like the following and you can make adjustments as necessary.
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コメントを表示 · 投稿日時:2024年7月16日 · Alex Zheng
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Alex Zhengさんがコメントを作成しました:
コメントMeasuring success
Hey Ramakrishnan,
Unfortunately, there is not a great way to combine them as only tickets with an SLA target will be considered SLA tickets and appear in the SLA dataset. I would recommend creating the two reports separately and placing them on a single dashboard.
Unfortunately, there is not a great way to combine them as only tickets with an SLA target will be considered SLA tickets and appear in the SLA dataset. I would recommend creating the two reports separately and placing them on a single dashboard.
コメントを表示 · 投稿日時:2024年6月06日 · Alex Zheng
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Alex Zhengさんがコメントを作成しました:
コメントMeasuring success
Hey Ramakrishnan,
In the SLA dataset you can use filters for the specific SLA metric you are wanting to see.
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As far as total tickets solved, you probably want to use the tickets dataset as the SLA dataset will only consider ticket that have had an active SLA target applied.
In the SLA dataset you can use filters for the specific SLA metric you are wanting to see.
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As far as total tickets solved, you probably want to use the tickets dataset as the SLA dataset will only consider ticket that have had an active SLA target applied.
コメントを表示 · 投稿日時:2024年6月04日 · Alex Zheng
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Alex Zhengさんがコメントを作成しました:
コミュニティのコメント Q&A - Reporting and analytics
Hey Jennifer,
In order to do this you'll have to leverage some custom formulas but it can definitely be done.
This article has a section on "Using the DATE_LAST_FIX function to find the latest agent comment time" which should give you the last public agent comment and in the screenshot they have a metric of comments but you could instead try something like tickets updated to get the last agent comment on each ticket.
In order to then get this information in terms of number of days you would need to use the DATE_DIFF function to get the difference in days between that latest agent timestamp and today.
Hope that helps!
In order to do this you'll have to leverage some custom formulas but it can definitely be done.
This article has a section on "Using the DATE_LAST_FIX function to find the latest agent comment time" which should give you the last public agent comment and in the screenshot they have a metric of comments but you could instead try something like tickets updated to get the last agent comment on each ticket.
In order to then get this information in terms of number of days you would need to use the DATE_DIFF function to get the difference in days between that latest agent timestamp and today.
Hope that helps!
コメントを表示 · 投稿日時:2024年6月04日 · Alex Zheng
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Alex Zhengさんがコメントを作成しました:
コメントExplore recipes
Hey Almog,
Only one schedule can be applied to a ticket at a time so depending on which schedule is applied to the ticket will be the business hours used in the calculations.
Only one schedule can be applied to a ticket at a time so depending on which schedule is applied to the ticket will be the business hours used in the calculations.
コメントを表示 · 投稿日時:2024年5月29日 · Alex Zheng
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Alex Zhengさんがコメントを作成しました:
コメントExplore recipes
Hey Carlos,
Unfortunately, Explore does not retain comment data. If you wish to access the comment data, you have the option to export your ticket data or retrieve it through the API. For more detailed information, please refer to the article available here.
Unfortunately, Explore does not retain comment data. If you wish to access the comment data, you have the option to export your ticket data or retrieve it through the API. For more detailed information, please refer to the article available here.
コメントを表示 · 投稿日時:2024年5月15日 · Alex Zheng
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