Rafael

Hi Benny,

What you mentioned regarding the Ticket dataset is correct. It includes general ticket information, but it does not include the changes or updates that happened in the tickets. On the other hand, the Ticket Updates dataset is focused on these elements. 
 
From my experience with Zendesk, the majority of times when the ticket was solved, it was kept to the agent's name who closed it, as it considered the final resolution of the ticket. It does not mean that it cannot be adapted differently for different organizations and workflows. The intention of this article was to simply show how many tickets were closed and had the agent's name attached to it. If the ticket is reassigned to someone else after it is solved, then, we can consider the Ticket Solved (Ticket Updates dataset) to reflect it.
 
Best Regards,

Hi Konstantin,

At the moment, this is still not possible. 

We highly recommend posting it is needed on our Feedback on Explore so that the feasibility can be assessed for a future implementation.

 

Olá, tudo bem?

Obrigado pela sua pergunta. 
 
Para que o widget seja aberto tanto em mobile quanto através do próprio computador, o seguinte código deverá ser adicionado na página ao qual o widget está localizado:
 

 
Desta forma, sempre que um agente enviar uma mensagem, o Widget abrirá para o visitante automaticamente.

Olá Vinícius, tudo bem?
 
Os atributos para datas e horários no Explore são considerados diariamente, portanto são incluídos os finais de semana. Caso você gostaria filtrar o resultado pelo horário comercial, você poderá se basear na métrica Receita do Explore: filtragem de consultas por horário de operação.

A métrica mencionada contabiliza somente quando um chat é iniciado no sistema. 
 
Espero ter esclarecido.

Hi Jorge,

You can track the SLA's ticket by using the SLA attribute Ticket group along with the SLA policy name. Regarding setting the SLA after the ticket is escalated is not possible as the SLA counts the interaction with the requester (most of the time customers). If you want to have a new first reply and resolution time metrics applied, a new ticket will need to be created for the new team.

Hi Rylan,

Since the Next reply time is the time between the oldest unanswered customer comment and the next public comment from an agent, displayed in minutes., you can use the attribute Requester wait time (min/hrs/days). That will measure the number of minutes a ticket spends in the New, Open, and On-hold statuses. This number is only measured after a ticket status is changed from New/Open/On-hold/Pending/Solved/Closed.

Rafael