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Terrence

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    Terrence님이 에 댓글을 입력함

    Hi Mari, Thank for reaching out! At this time it is not possible to count inactive chats in an agents total assigned. We would typically recommend a workflow where agents are following up with cust...

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    Hi Jonas and Q,  With a custom script you could detect the user ID and delete the active session. https://developer.zendesk.com/rest_api/docs/support/sessions#delete-session Alternatively, visiting...

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    Hi Maria,   Thanks for reaching out! I am creating a private ticket for you to address this matter, look for an email soon.   Terry 

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    Hey Stacy, Filters will show all valid options, using include / exclude you can choose what data is shown in the report. Modifying what is shown in the filter isn't a feature yet.  Perhaps I am mis...

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    Hi Stacy!   Thanks for jumping in Bill, great suggestion.   I would inquire why the need to remove them from the filter? If you exclude those values they won't display in the end report thus accomp...

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    Hey Brian,   Great question! You can pull data from custom ticket fields by using a placeholder but this information only pulls on a per ticket basis. A trigger could notify the ticket requester, a...

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    You're welcome! My testing shows this in POC, but doesn't give useful information :) screenshots from my example are below.   You will need to create a Standard calculated metric using your organiz...

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    Happy to help!  In Zendesk Support you can add custom data fields on tickets, users, and organizations. Depending on where your data is stored you might even be able to synchronize this information...

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    Hi Kim, A calculated metric can handle custom sums and percentages but it depends on the field type and value. Where is the balance data stored in Zendesk? 

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    @ Clay Organization and User fields can be mapped to Contact/Lead or Account fields in Salesforce, but only with matching types as show here. @Michael Currently each object can only have one mappin...