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Christophe Tiraboschi

Entrou em 14 de abr. de 2021

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Última atividade em 29 de jan. de 2025

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Christophe Tiraboschi comentou,

ComentárioExplore recipes

Hi folks!

Sandra de Jong,
1. You could create a calculated attribute that returns the timestamp of when the ticket was assigned to this group:

IF ([Changes - Field name]="group_id") AND ([Changes - Previous value]!=[Ticket group] AND [Changes - Previous value]!=NULL) 
THEN [Update - Timestamp]
ENDIF

Then make a time difference between that timestamp and now in a calculated metric:

DATE_DIFF(NOW(),[your attribute],"nb_of_hours")

I would recommend testing the result of this metric on a couple of tickets before trusting it blindly to make sure it works as expected.

You can find more information about the DATE_DIFF functions in this article if you want to adapt it to your needs:

2. You can just use NULL to exclude or include all possible values. For instance:

IF ([Changes - Field name]="Your field")
AND ([Changes - Previous value] != NULL) AND ([Changes - New value] = NULL)
THEN VALUE(Field changes time (min))
ENDIF

Basically, we measure the time for which the ticket field did not have a NULL value. Once again, please test this metric for a couple of tickets to make sure it works according to your expectations.

 

Zaryab Khan, I cannot see a workaround for reporting on this during business hours. The initial metric Field changes time (min)) only uses calendar hours. We cannot even create a calculated metric as a workaround, since the functions that measure time cannot exclude specific ranges of hours:

I am sorry I could not provide better news.

 

Jordan Means, I think this is doable. You could create a calculated attribute using the DATE_FIRST function to capture the timestamp of the first time the status changes from Open to something else. Then, you could create a calculated metric that measures the time between the ticket creation and the timestamp returned by your attribute. Something like:

DATE_DIFF([your calculated attribute],[Ticket created - Timestamp],"nb_of_minutes")

You can find more information about the DATE_FIRST function and the DATE_DIFF functions in those articles:

I hope this helps!

Exibir comentário · Editado 10 de abr. de 2023 · Christophe Tiraboschi

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Christophe Tiraboschi comentou,

ComentárioUsing content publishing flows
Hi Chris,
 
Groups are more of a Support concept than a Guide one, so the Guide: Team Publishing dataset is not built this way.
As a workaround, you can create an attribute to break agents into different teams of your choosing. This grouped attribute would need to be computed from the Agent name attribute. 
You can find more information on how to proceed in this article:
 
I hope this helps!

Exibir comentário · Publicado 10 de abr. de 2023 · Christophe Tiraboschi

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Christophe Tiraboschi comentou,

ComentárioCustomer service best practices and recipes
Hi Jullian,
 
Triggers cannot impact the first reply time as the messages sent this way are not considered messages from agents.
Only an agent's public reply can stop this metric. In the context of an SLA, if there is no reply but the ticket is solved, the metric is fulfilled.
The status of the ticket does not affect the way this is measured.
 
You can find more details on how exactly the FRT works in this article:
 
I hope this helps! Please let me know if you have any questions.

Exibir comentário · Publicado 10 de abr. de 2023 · Christophe Tiraboschi

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Christophe Tiraboschi comentou,

Comentário na comunidade Q&A - Reporting and analytics
Hi Gan,
 
I cannot replicate this situation when I build a similar report.
It is hard to say why this happens in your case without having a look at the report and its parameters.
 
I'll reach out to you in a separate ticket so we can further investigate.

Exibir comentário · Publicado 10 de abr. de 2023 · Christophe Tiraboschi

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Christophe Tiraboschi criou um artigo,

ArtigoAjuda com relatórios e análise

Pergunta

Por que o tempo mediano da primeira resposta é maior do que o tempo médio para resolução no meu painel padrão do Support no Explore?

Resposta

Isso acontece porque esses relatórios não têm o mesmo filtro de data aplicado. O relatório Mediana do tempo da primeira resposta é filtrado no atributo Criação do ticket - data , enquanto a mediana do relatório Tempo total de resolução é filtrada no atributo Resolução do ticket - data. Como resultado, eles não são o mesmo conjunto de tickets analisado nos dois relatórios.

Por exemplo, digamos que você defina o filtro de tempo do painel como Última semana. A mediana do Tempo da primeira resposta calcula todos os tickets criados na última semana, enquanto a mediana do tempo de resolução total calcula todos os tickets resolvidos na semana passada, mesmo se eles tiverem sido criados antes da semana passada. Os dois relatórios não podem ser comparados diretamente.

Para obter mais informações, consulte o artigo: Receita do Explore: Conheça os filtros do painel.

Aviso sobre a tradução: este artigo foi traduzido por um software de tradução automática para oferecer a você uma compreensão básica do conteúdo. Medidas razoáveis foram tomadas para fornecer uma tradução precisa, no entanto, a Zendesk não garante a precisão da tradução.

Em caso de dúvidas relacionadas à precisão das informações contidas no artigo traduzido, consulte a versão oficial do artigo em inglês.

Editado 04 de out. de 2022 · Christophe Tiraboschi

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Christophe Tiraboschi comentou,

Comentário na comunidade Feedback - Help Center (Guide)

Hi Everyone,

As a workaround, here is a piece of Javascript to order attachements by alphabetical order on the front-end of an article:

const reorder = () => {
const frag = document.createDocumentFragment();
const list = document.querySelector(".attachments");
const items = list.querySelectorAll("li");
const sortedList = [...items].sort((a, b) => {
const c = a.textContent,
d = b.textContent;
return c < d ? -1 : c > d ? 1 : 0;
});
for (const item of sortedList) {
frag.appendChild(item);
}
list.appendChild(frag);
}

reorder()

You can use this code in the script.js file of your theme, ideally just before the last closing bracket.

If you have a custom theme, please double check that the

    tag listing the attachements has still the class "attachements". You can find it in the article_page.hbs file at the line 96 in the default theme (see screenshot attached). If the name of the class was changed, you would need to adjust the third line of the snippet provided above by replacing "attachements" with the new class name.

Exibir comentário · Editado 02 de ago. de 2022 · Christophe Tiraboschi

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Christophe Tiraboschi comentou,

ComentárioReporting and analytics for help center
Hi Geerten,
 
I am going to open a ticket with you so we can investigate this further.
 
You will receive an email shortly.

Exibir comentário · Publicado 02 de mar. de 2022 · Christophe Tiraboschi

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Christophe Tiraboschi comentou,

ComentárioPerforming calculations
Hi Casey,
 
I will create a ticket on your behalf so we can investigate this. 
 
Thank you for bringing this to our attention.

Exibir comentário · Publicado 31 de dez. de 2021 · Christophe Tiraboschi

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Christophe Tiraboschi comentou,

Comentário na comunidade Q&A - Reporting and analytics
Hi Wakao,
 
If by spend time, you mean the update handling time, I recommend the article below that can give ideas on how to use this metric. There is also a step by step guide in case this metric is not created yet in your account:
 
If we tweak the Example 2 of this article, we can see the number of tickets and the average handling time for this year and the previous one:
 

 
 
Regarding including the field over time periods in this query, I am not sure what works best as it depends of the very nature of the field and how you use it.
 
Could you please share a bit more details on how this field is integrated in your workflow?
 
If the information you need to provide are too private to share here, feel free to open a ticket with us. The process is explained in this article:

Exibir comentário · Publicado 30 de dez. de 2021 · Christophe Tiraboschi

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Christophe Tiraboschi comentou,

ComentárioExplore recipes
Hi Trupti,
 
This is possible.
 
After following the recipe of the article, you can create a Group attribute with the value of the First Reply time brackets attribute to get only the 0-1h value and all the other values grouped together.
You can find more information about Groups in this article:
 
You should have something like this:
 

Now, when we use this attribute instead of the classic First reply time brackets, we have the following values:
 

 
So if you exclude the NULL and No replies value, you will have the tickets with a reply time of 60 minutes or less and the ones with a reply time over 60 minutes.
 
Then you can use the attribute Ticket created - Date to see this for each day. In the example below, I used a table for visualization but you can adapt this to your needs:
 

 
I hope this helps.

Exibir comentário · Publicado 29 de dez. de 2021 · Christophe Tiraboschi

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