Amy Dee
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合計アクティビティ477
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アクティビティの概要
Amy Deeさんの最近のアクティビティ-
Amy Deeさんがコメントを作成しました:
Hi RD-Joyce! At this time, Support ticket triggers don't fire within a live messaging conversation. You wouldn't be able to fire a ticket trigger based on the autoresponder's text. You should be ab...
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Amy Deeさんがコメントを作成しました:
Hi Daniel! The reason is called out in our article on forwarding email: Note: This feature is available for agents, but not light agents. Light agents are excluded because it involves making a pub...
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Amy Deeさんがコメントを作成しました:
Hi ETURCOTTE! The automatic response is sent by triggers. That means you can control what gets included in the email notification. The default Notify requester of received request trigger only has...
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Amy Deeさんがコメントを作成しました:
Hi Lou! The native first reply time metric always starts at ticket creation, and it always stops at the first public agent comment after that. It doesn't matter what the end-user does between those...
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Amy Deeさんがコメントを作成しました:
Hi Mateusz! The native first reply time metric is designed to be universal and consistent for analytics. It always behaves the same way, so the results are predictable. That makes benchmarks and hi...
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Amy Deeさんがコメントを作成しました:
Hi Jeff! You should be able to export the full list of organizations in JSON format. If you clear both date fields, it should include everything from the beginning of the account. The only exceptio...
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Amy Deeさんがコメントを作成しました:
Hi Richard! This article is primarily about the native first reply time metric. The metric is recorded with the ticket data in calendar and business hours, regardless of whether an account has SLAs...
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Amy Deeさんがコメントを作成しました:
Hi Jody! For business hours metrics, Zendesk checks the schedule at the time of the relevant update, then calculates the metric accordingly. It doesn't maintain a live timer. For your example, it ...
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Amy Deeさんがコメントを作成しました:
Hi Ofir! These metrics live in separate datasets in Explore, so you won't see them side by side. In the Tickets dataset, you'll find the "Solved Tickets" metric. It counts tickets in solved or clo...
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Amy Deeさんがコメントを作成しました:
Hi Sy! Merged tickets are still counted separately for all calculations and metrics. Zendesk doesn't combine the backend data or remove the merging ticket from the API. For your example, ticket B ...