Stephen Belleau
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Atividade mais recente por Stephen Belleau-
Stephen Belleau comentou,
A couple of potential options: - Yes, the Time Tracking app includes a timer on the ticket, but it can also be configured to allow an agent to manually enter time. This is one of the settings: - I...
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Stephen Belleau comentou,
Hey Jade! This should be as simple as pulling in Ticket Group as an attribute - either row or column, depending how you want to look at it. Give both options a try and see which you prefer. So an e...
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Stephen Belleau comentou,
Hey Galina Skovorodnikova! Take a look at https://support.zendesk.com/hc/en-us/articles/360022183574-Reporting-with-tags#topic_q5d_dms_jkb So the syntax you're looking for should be something like:...
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Stephen Belleau comentou,
Shona Coutts I don't think there's a native way to do this in Explore, but there's a workaround you can set up. For some reason, Triggers and Views do see Follow-up tickets as a channel. So you can...
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Stephen Belleau comentou,
Joshua Bentley Gotcha! Then yes, I think there's a way. For your Talk query, create a custom attribute. We'll use the SWITCH function to replace the phone number with something more meaningful. You...
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Stephen Belleau comentou,
No problem :) Haven't tried anything like that personally! But if the IVR transfer number shows up in that internal comment, you should be able to use it in a trigger condition the same way we're l...
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Stephen Belleau comentou,
Mary Paez - I think this is actually possible! If you're using the Knowledge Capture dataset, you do have access to some Ticket attributes. There's a metric called % Article linking rate: D_COUNT(...
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Stephen Belleau comentou,
You can do this with a custom attribute. But be aware, you can't filter a custom attribute by floating date ranges. So you need to: 1. Remove your Ticket Created - Year/Month columns. Since those h...
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Stephen Belleau comentou,
Joshua Bentley This sounds familiar! We found a solution for exactly this scenario. Create a trigger with these conditions: Ticket is Created Channel is Voicemail Comment text does not contain the...
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Stephen Belleau comentou,
Joshua Bentley You can totally do this! Adding buttons to toggle between common ranges is done via Bookmarks. The behavior you describe with the precanned dashboard automatically filtering for la...