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Amy Dee

Zendesk team member
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    Amy Dee님이 에 댓글을 입력함

    Hi Gail! The most common cause for that message in Agent Workspace is draft comments. If agents start writing a message in one comment mode, switch to another comment mode, and then submit the upda...

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    Hi Nick! At this time, Explore does not have a PERCENTILE function within metrics. You can review available metric functions here: Explore functions reference. The closest option is the "Percentile...

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    Hi RD-Joyce! At this time, Support ticket triggers don't fire within a live messaging conversation. You wouldn't be able to fire a ticket trigger based on the autoresponder's text. You should be ab...

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    Hi Daniel! The reason is called out in our article on forwarding email: Note: This feature is available for agents, but not light agents. Light agents are excluded because it involves making a pub...

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    Hi ETURCOTTE! The automatic response is sent by triggers. That means you can control what gets included in the email notification. The default Notify requester of received request trigger only has...

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    Hi Lou! The native first reply time metric always starts at ticket creation, and it always stops at the first public agent comment after that. It doesn't matter what the end-user does between those...

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    Hi Mateusz! The native first reply time metric is designed to be universal and consistent for analytics. It always behaves the same way, so the results are predictable. That makes benchmarks and hi...

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    Hi Jeff! You should be able to export the full list of organizations in JSON format. If you clear both date fields, it should include everything from the beginning of the account. The only exceptio...

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    Hi Richard! This article is primarily about the native first reply time metric. The metric is recorded with the ticket data in calendar and business hours, regardless of whether an account has SLAs...

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    Hi Jody! For business hours metrics, Zendesk checks the schedule at the time of the relevant update, then calculates the metric accordingly. It doesn't maintain a live timer.  For your example, it ...