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Gab Guinto

Zendesk Customer Care
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Gab Guinto님의 최근 활동
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    Gab Guinto님이 에 댓글을 입력함

    Hi Dave, It's not possible to present these datapoints in a single report. You will have to create separate reports using different datasets.To compare the number of unsolved tickets at the end or ...

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    Gab Guinto님이 에 댓글을 입력함

    Hi Lauren,There are no specific details or timeline that we can share at the moment, but according to our Product team, adding more options to report on agent activity within Messaging conversation...

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    Gab Guinto님이 에 댓글을 입력함

    Hi Gina,At this time, the only option to report on custom field data in the Messaging dataset is through the value tags. There are no definite plans yet to make the custom field data available thro...

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    Gab Guinto님이 에 댓글을 입력함

    Hi Andrei,According to the Messaging team, the option to slice the data by user – and not just by ticket assignee – is on the radar of Product. But, I'm afraid we don't have a specific timeline or ...

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    Gab Guinto님이 에 댓글을 입력함

    Hi Dave,For this – tickets that got Public comments today and also those that were assigned today – you can actually build a report using the Update history dataset, with the native metrics Tickets...

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    Gab Guinto님이 에 댓글을 입력함

    Hi Leo,Yes, you can implement a similar workaround for that. In your conditions, you can have the trigger check if a field value is not present when the status is changed to On-hold, and then have ...

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    Gab Guinto님이 에 댓글을 입력함

    Hi Alexis,Are you looking to display the field names/titles in the Help Center form in bold font? You can do this by customizing the CSS of your Help Center Theme. You can add font-weight: bold; un...

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    Gab Guinto님이 에 댓글을 입력함

    Hi Nadia,I'm afraid there's no option to populate ticket fields with data from apps through the native options available in the UI. In that scenario, the app must communicate with the ticket fields...

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    Gab Guinto님이 에 댓글을 입력함

    Hi Jen,In that scenario, the First reply time will be the duration between the first two agent comments. Note that Zendesk will record the FRT once a second public comment was added by an admin or ...

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    Gab Guinto님이 에 댓글을 입력함

    Hi Dave,Yes, that's right, if you need to see the count of solved tickets, you need to create a separate report using the Tickets dataset, and then add both reports to a single dashboard tab.