Brandi Kathman

Our agents were manually assigning tickets to themselves too. This change forced us to try true omni-channel routing, but we do a lot with MFA codes to our mailbox. I can't have these auto-routed to an agent. The addition of seeing new, unassigned tickets in the agent home would be great. 

I'd also love to see a Play button on the home screen and an option to go to the Next ticket after setting the status.

Is there a way to fulfill an SLA timer if a ticket is created via email and an agent makes an outbound call to the end-user instead of a public reply?

Hello. I'm looking for a way to calculate the total handling time when it is outside of our standard business hours. For example, [Ticket ID] has a total tracked time of 00:47:38. However, one of those entries was logged at 11:00pm for a duration of 00:13:37. I would like a report that views all Ticket IDs, checks if the time tracking log took place outside of business hours, then calculates the sum of time tracked outside of business hours. Is there a way to illustrate these labor hours? 

Good morning Emily,

Although Gabriel's link will overview the basics, here is my application use case.

Our team provides support to our clients, but we also interact with providers. For example, if a client had an issue with their Internet circuit, my team may have to open a ticket with AT&T. When AT&T opens a ticket on their side, the email notifications come into our team. Because this ticket is directly related to the ticket our client opened, our team merges the AT&T ticket into the client ticket. Here is where excluding tags is important. When we show KPIs around tickets worked, we only want to show the client tickets. Otherwise, our numbers will be inflated for tickets that were simply merged somewhere else and not truly worked by our staff. To omit tickets like this, we are excluding any ticket that includes a tag of “closed_by_merge", “out_of_scope”, “maintenance_notification”, etc. 
 

It looks like that was the solution I needed. I was making it way too complicated. Thank you!

I need a report to show a D_count(Solved tickets), but exclude any ticket IDs that include at least one of multiple ticket tags.

For example:
I want to exclude the Ticket ID if one or more of the tags includes "closed_by_merge" or "spam" or "voice_abandoned_in_queue".

Ticket ID 1 has tags: "closed_by_merge", "provider", and "other_service"
Ticket ID 2 has tags: "voice_abandoned_in_queue", "oos", and "csat_off"
Ticket ID 3 has tags: "problem" and "tv"

Results should only show 1 Ticket (ticket ID #3)

I found a starting point from Don Moser, but I'm looking for a way to add an OR statement. I tried to use ||, but got an error on the format check. Does anyone know how I can include multiple tag options in the below formula?

IF (NOT INCLUDES_ANY([Ticket tags], "tag1")) THEN [Ticket ID] ENDIF

Source: https://support.zendesk.com/hc/en-us/articles/5798713981978-How-do-I-exclude-tickets-with-a-specific-tag-from-reports

I have a need for an OR statement in the exclusion calculation. Is there a way to make this work?

For example:
I want to exclude the Ticket ID if one or more of the tags includes "closed_by_merge" or "spam" or "voice_abandoned_in_queue".

Ticket 1 has tags: "closed_by_merge", "provider", and "other_service"
Ticket 2 has tags: "voice_abandoned_in_queue", "oos", and "csat_off"
Ticket 3 has tags: "problem" and "tv"

Results should only show 1 Ticket (ticket 3)