Amy Dee
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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 Daniel! A report like this should be possible, but it takes some effort to set up. The keywords THIS, PREVIOUS, and NEXT only apply to time ranges, so you wouldn't be able to use THIS with an at...
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Amy Deeさんがコメントを作成しました:
Hi Cyrille! I think the discrepancies here are coming from two broad sources: First is ticket archiving. After a ticket has been closed for 120 days, it is archived. Archived tickets still exist in...
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Amy Deeさんがコメントを作成しました:
Hi Miguel! This sounds like a textbook case for this recipe: Duration between two events in minutes. That recipe shows you how to identify timestamps for specific ticket events, then find the diffe...
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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 ...
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Amy Deeさんがコメントを作成しました:
Hi Imran! There are only four "Historic" attributes - Status, Priority, Group, and Assignee. Insights has to go through extra steps to capture those values, so it only covers default system fields....
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Amy Deeさんがコメントを作成しました:
Hi Taline! These all need to be separate metrics - SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = tag_a),0) SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = tag_b),0) SELECT IFNULL((SELECT ...
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Amy Deeさんがコメントを作成しました:
Hi Diego! I see what's happening here. The default # Tickets Created metric counts tickets based on text field changes on the same date as Date (Ticket Created). It counts tickets once per report s...
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Amy Deeさんがコメントを作成しました:
Hi Taline! There are a couple issues with your approach. First, your first metric has this format - SELECT IFNULL((Tag Metric), 1). It should be a 0 at the end, not a 1. Otherwise, tickets with and...
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Amy Deeさんがコメントを作成しました:
Hi Andrea! The issue in your screenshot is the # Tickets Solved metric. That metric finds tickets based on the solve event, and it's designed to work in an event-based report. It isn't connected to...
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Amy Deeさんがコメントを作成しました:
Hi Victor! If you adjust the metric to use greater than or equal to (>=) instead of greater than (>), then it will record 0 values for all agent-created tickets. Those are actual values that count ...