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Stephen Belleau

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    Hey Jade! This should be as simple as pulling in Ticket Group as an attribute - either row or column, depending how you want to look at it. Give both options a try and see which you prefer. So an e...

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    Hey Galina Skovorodnikova! Take a look at https://support.zendesk.com/hc/en-us/articles/360022183574-Reporting-with-tags#topic_q5d_dms_jkb So the syntax you're looking for should be something like:...

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    Shona Coutts I don't think there's a native way to do this in Explore, but there's a workaround you can set up. For some reason, Triggers and Views do see Follow-up tickets as a channel. So you can...

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    Joshua Bentley Gotcha! Then yes, I think there's a way. For your Talk query, create a custom attribute. We'll use the SWITCH function to replace the phone number with something more meaningful. You...

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    No problem :) Haven't tried anything like that personally! But if the IVR transfer number shows up in that internal comment, you should be able to use it in a trigger condition the same way we're l...

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    Mary Paez - I think this is actually possible!  If you're using the Knowledge Capture dataset, you do have access to some Ticket attributes. There's a metric called % Article linking rate: D_COUNT(...

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    You can do this with a custom attribute. But be aware, you can't filter a custom attribute by floating date ranges. So you need to: 1. Remove your Ticket Created - Year/Month columns. Since those h...

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    Joshua Bentley This sounds familiar! We found a solution for exactly this scenario. Create a trigger with these conditions: Ticket is Created Channel is Voicemail Comment text does not contain the...

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    Joshua Bentley  You can totally do this! Adding buttons to toggle between common ranges is done via Bookmarks.  The behavior you describe with the precanned dashboard automatically filtering for la...

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    Stephen Belleau님이 에 댓글을 입력함

    I feel like something's not quite right here. I tried several things with formulas but nothing works. This is what I expected to be a solution: 1. It makes sense that metrics are expecting a number...