Elle Tucker

We should be able to see the name of unpublished articles in explore, rather than there being a blank space/name for unpublished articles. This is a basic reporting request that should be available. We have one off issues that need to be published for a set amount of time and it's imperative to see how many views the article received even after it's unpublished rather than having to guess which article the unnamed data is referring to. 

We should be able to see the name of the article in explore even if the article is unpublished. We have one off issues that need to be published for a set amount of time and it's helpful to see how many views the received even after it's unpublished Is there a way to update the name within explore?

+1 on this issue. We really need to be able to see the problem ticket subject, and report directly on problem tickets and # of linked tickets. 

Hi, I would also like to know the above. The Last Week date range selects Sunday-Saturday instead of Monday-Sunday. In previous comments this was stated to be an error. When will this be corrected? Or is there the ability to choose?

For the example in which an agent creates a ticket for an end user, I understand why first reply time is not available because the Agent makes the first public comment, but how can we assign an SLA? Can we add a periodic update?

Similar to how we can export all the tickets in a view, I would love to have that feature built in to the product for linked tickets to a problem ticket. This would allow us to export all tickets that are linked to a problem ticket. This seems like a rather useful and intuitive functionality to have especially since problem tickets are usually issues that need to be investigated and it's helpful to be able to have an excel/CSV of all tickets with the issue.

Hi Heather, I did add a tag to these feedback tickets when they come in and unfortunately, it is not adding the SLA trigger until an agent responds to the original bad feedback ticket. Attaching a ticket of the SLA set up in case there are any other missing pieces.

We have recently implemented sorting our queues in our views by SLA breaches. There are a few segments of tickets that are not pulling into an SLA framework and are not receiving an SLA. One of the segments are tickets that are re-opened due to a user sending bad feedback in the survey response. Because the feedback in the survey is what re-opens the ticket, there is no end user comment, agent comment, or ticket update besides the ticket reopening that triggers an SLA. Is there any SLA that will trigger with these re-opened tickets?

Came here with the same question as Francesco. 

Is the Time Axis feature not available for calculated attributes? I created a new "Ticket Created - Hour Ordered" attribute so I could rename the values (e.g. 0 > 12am, 1 > 1am, etc.) and reorder them. However, when I swap the standard "Ticket Created - Hour" attribute out for my new one, the Time Axis feature is no longer available under Results Manipulation. Thanks!