Gabi

Hi, I’m looking for something similar but with every month of the year, displaying the percentage change between each month. Ideally, it would be dynamic so we can adjust the dates as needed. Do you know how we can achieve this?

Hello Zendesk community,

I’m seeking assistance with a custom metric for calculating Corrective Action Response Time (CART). To give you some background, we calculate the time from when a ticket is created until a checkbox field, “Corrective Action Response Sent to End-User?”, is checked. The time is calculated using the Seethawk Timer app.

We have different breach conditions based on the client type:

• Type 1: 6 hours

• Type 2: 2 business days (12-hour schedule within business hours)

For Type 1, the formula I’m using to calculate breached time is as follows:

IF (VALUE(Corrective Action Response Time (mins)) > 360) 
THEN (VALUE(Corrective Action Response Time (mins)) - 360) / 60
ELSE 0 
ENDIF

This works fine, as it calculates the time that has gone past the 6-hour CART.

However, I’m struggling with the formula for Type 2. Here’s what I’ve tried so far:

IF (VALUE(Corrective Action Response Time (mins)) > 1440)
THEN
   ((VALUE(Corrective Action Response Time (mins)) - 1440) / 60) * (12 / 24)
ELSE
   0
ENDIF

The issue is that this doesn’t account for business hours. What I need is a formula that calculates the time past 24 business hours (based on a 12-hour working day). If the CART exceeds 24 business hours, I want to see the amount of breached time.

Any help on how to achieve this would be greatly appreciated!

Thank you so much for taking the time to read this!

Hello Community,
 

I’m looking for some guidance on how to visually distinguish between two distinct groups of customers within our support platform. Our goal is to have a clear, immediate way for our customer-facing teams to recognize which customer group an individual belongs to. This is crucial to ensure that inquiries are directed to the correct team and to prevent any miscommunication.
 

Could anyone suggest methods for marking these customer profiles in a noticeable way, perhaps through color coding or another effective visual strategy? We are open to creative ideas that would facilitate this differentiation clearly and efficiently.
 

Thank you for your insights!

Hi, we are missing the Web widget classic on the Zendesk Admin. Does somebody know how we can activate it and what implication does it have? 

Do be more precise if I go to Channels → Classic → there should be the classic web widget in which you can utilise the custom forms but on our side is missing. 

Is there a method available to monitor changes or updates made to user fields? Recently, there was an incident where several user fields were mistakenly altered, and we're uncertain whether there exists a log to review the history of changes made to user profiles.

Hi Dave Dyson (gmail),

Do you know what calculated metric I could use to count all tickets moving to "the group" regardless of where they came from?

Thank you!

Hello, 

I need to track all the tickets that come into a group. So let's say that I have 100 groups and I want to know how many tickets are beeing sent to "the group".

I have created this metric inspired by this post https://support.zendesk.com/hc/en-us/articles/4408835929882-Explore-recipe-Tracking-ticket-assigns-across-groups

D_COUNT

IF ([Changes - Field name] = "group_id" AND

//this are all the other groups
[Changes - Previous value] != "124188xx" OR
[Changes - Previous value] != "131997xx" OR
[Changes - Previous value] != "221641xx" OR
[Changes - Previous value] != "607695xx" OR
[Changes - Previous value] != "609133xx" OR
[Changes - Previous value] != "15214xx" OR
[Changes - Previous value] != "6071xx" OR
[Changes - Previous value] != "12788xx" OR
[Changes - Previous value] != "554xx" OR
[Changes - Previous value] != "80708xx" OR
[Changes - Previous value] != "2111xx" OR
[Changes - Previous value] != "21112xx" OR
[Changes - Previous value] != "211122xx" OR
[Changes - Previous value] != "21112xx" OR
[Changes - Previous value] != "7477xx" OR
[Changes - Previous value] != "607xx" AND

//this is "the group"
[Changes - New value] = "193837xx") THEN
[Update ticket ID]
ENDIF

The issue with this metric is that is giving over inflated values and I don't know why

And beside this I also have to know what the turn around time for those tickets sould is (wich in our case sould be between 12-24h). How do I do all of this?

Is there a way to track one view SLA's (internal requests) by percentage of success

meaning that we respond back to those tickets in the internal request view within 12-24 hours or receipt

Hy everybody,

Is it possible to change to the ticket subject (https://help.successcx.com/hc/en-au/articles/18320571648409), directly correlating it with the ticket fields?

What do I mean by that?

I aim to automate this process so that every time a ticket is created, the fields are automatically populated with the necessary information extracted from the ticket body. By implementing this automation, the subject of the ticket will be dynamically modified in correlation with the populated fields.

Do you think this is possible?