Eric Gao
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Eric Gao의 최근 활동-
Hi Theron, You can report on the ticket status duration using metrics like "New status time", or report on the overall ticket age (time since creation) using metrics like "Unsolved tickets age". W...
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Hi Robert, At this moment there is not a default metric that can report on the callback wait time in Explore. That said, we are actively looking into ways to expand on the Talk dataset and hoping ...
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Hi Shanaaz, You can compare against a custom target by creating a Fixed Calculated Metric (https://support.zendesk.com/hc/en-us/articles/360022366973-Adding-fixed-calculated-metrics#topic_xdd_441_...
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Hi Andrei, The IF block does support multiple conditions on both the metrics and the attributes. That said, we recommend testing out each condition individually first before conjoining them in a s...
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Hi Mary, The best way to report on Rapid Resolves is to use the Knowledge Capture dataset in Explore. You could use a similar configuration as the following: Metrics = "Knowledge Capture tickets" ...
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Hi Yevgen, The JSON export uses the last updated timestamp rather than the ticket creation timestamp. This means that it's pulling all tickets that have been updated since 1/1/2019 and hence it's ...
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Hi Amy, The ability to report across multiple datasets will be a key item on our roadmap for this year. In the meantime, we recommend subscribing to our Product Announcement page (https://support....
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Hi Chad, You are correct that the Update Channel attribute is only available in the Ticket Updates dataset, and not the Tickets dataset. If you were planning on using the Tickets dataset, we would...
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Hi Heather, The Satisfaction tab, as well as the default satisfaction queries in Explore, will be looking at the ticket solved date (rather than the CSAT rated date). Explore currently does not ha...
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Hi Yoosuf, Thanks for reaching out. If you are on an integrated account (Support + Chat) then these APIs will not be accessible due to deprecation. If you are on a standalone Zopim instance and st...