James G

Hello Louis,
 
Unfortunately, we don't have any updates on the requested feature just yet. We encourage you to check out our updates page here - What's new in Zendesk to stay in the loop about our products.

Hello Nagarjun,
 
In addition to the labels you've included in your articles, there are additional factors to take into account for enhancing the search results of your articles. Please refer to our documentation that outlines other elements utilized in the search algorithm - About help center end user search.

Hello Lara,
 
It may be possible to achieve this by using the Updates history dataset along with the DATE_DIFF function we referenced here - Date functions. However, you might need to develop a custom attribute that captures the timestamp of the first outbound call made within a ticket, as we currently lack a native attribute for this. After you create that, calculating the date difference between the first outbound call and the ticket creation should be achievable using the DATE_DIFF function.

Hello, 
 
I wanted to inform you that this is now achievable.
 
For your reference, please find our announcement here - Announcing the availability of Explore dashboard schedules in PDF and PNG formats.

Hello Milton,
 
You are correct. The "Having" clause has been removed from the Result manipulations SQL options menu in the Report builder because it was deemed impractical and had very low usage. You can find more information in our release notes here - Release notes through 2024-04-19. 
 
To filter reports, you may check the available options we have here - Filtering a report. 

Hello Fiona,
 
You have the option to set up a trigger that will assign a specific tag when a ticket is generated from a Closed ticket. There is a condition "Ticket channel" and then set it to "Closed ticket". For more details about the available conditions we have you may check it here - Ticket trigger conditions and actions reference. 
 
After you establish that, you can utilize that particular tag to filter out follow-up tickets in your Zendesk Explore report. Here's a sample recipe that you may use as basis in creating a custom attribute that could filter out tickets based on a specific tag - Explore recipe: Excluding tickets closed by merge. 

Hello TalentLMS Support, 
 
Regrettably, we do not have a native metric for average reply time. The nearest alternative we have is the one provided by my colleague, which measures the requester wait time. This metric calculates the duration the ticket remains in the new, open, and on-hold statuses—statuses where the customer is awaiting a response from an agent. 
 
A related issue was also answered here - Average Ticket Response Time.
 
Additionally, if you aim to assess the time an agent takes before providing a response or making an update to a ticket, you might want to explore our Time tracking app here - Time Tracking app - Metrics you need to be measuring.

Hello Mat,
 
Regrettably, this cannot be done at this time. Below are some existing feedback regarding this matter:
 
Report on Article Links
Managing Links
 
You may want to explore the workaround suggested by one of the users here - https://support.zendesk.com/hc/en-us/community/posts/4409222566810/comments/4409227277466 

Hello Luke,
 
You can access the personal macros created by your agents by navigating to your macros list in the Admin Center and applying the filter for "Available for Individual agents". This will display a list of personal macros created by your agents. However, please note that filtering for a specific user is not currently an option. 
 
Additionally, you have the ability to clone those personal macros and make them accessible to either only to you, all agents, or to agents within a specific ticket group. Duplicating a personal macro from a single agent to another specific agent is not possible at the moment. 
 
For more information, please refer to the following links:
 
Filtering the list of macros
Can I view the personal macros of other users on my Zendesk account?

Hello GoGet Support,
 
Agent replies should solely include responses from an agent, as outlined in this article - What is the difference between public comments and agent replies in reporting?. If you are noticing that responses from business rules are being included in the count, please consider submitting a ticket so we can investigate further.
 
Hello Gerald, 
 
Regrettably, we do not have an attribute that can provide the name of the group that breached a target. The only attribute available in the Group SLA dataset is the Ticket group, which indicates the current group assigned to the ticket.