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Crawford Philleo
Entrou em 15 de abr. de 2021
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Última atividade em 28 de out. de 2024
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Atividade mais recente por Crawford Philleo
Crawford Philleo comentou,
Sebastian you done did it! Thank you so much, this worked like a charm.
Exibir comentário · Publicado 28 de out. de 2024 · Crawford Philleo
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Crawford Philleo criou uma publicação,
Hey there - I was curious if anyone has any experience with hyperlinking to related tickets in a Zendesk App – I have an app that shows links to related tickets. I'm using a `target=blank` param in the `` tag. This opens a ticket into a new browser tab. It'd be nice if the ticket just popped open in a ticket tab in your existing zendesk support UX (within your existing browser tab).
The Zendesk Linked Ticket app does this nicely. I inspected the app on my instance, but am not seeing any clues for how to handle the hyperlinking.
Publicado 02 de out. de 2024 · Crawford Philleo
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Crawford Philleo comentou,
Hey there - I think that the code blocks in the article were introducing some errors because of how the formulas were formatted. I usually put line breaks in Explore formulas so they are easier to read, but when I paste them into the article, then try to copy/paste them back into Explore again, they return an error for some reason. The formulas I originally wrote also used certain functions that have since started to return errors under certain circumstances, (following with recent updates to Explore under the hood), so I think they needed to be updated anyway.
I played around with this a bit, and it seems like I can paste the formulas into the HC article here if they are more inline style. I think these should work as they have been edited above (pending approval). I just created a test in my own instance, and it looks like it's working with the formulas written as follows:
Metric: Tickets - Current 12 months:
IF(DATE_GREATER_OR_EQUAL([Ticket created - Date], DATE_ADD(START_OF_MONTH(TODAY()), "year", -1)) AND DATE_LESS([Ticket created - Date],START_OF_MONTH(TODAY())))
THEN [Ticket ID]
ENDIF
Metric: Tickets - Previous 12 Months:
IF (DATE_GREATER_OR_EQUAL([Ticket created - Date], DATE_ADD(START_OF_MONTH(TODAY()), "year", -2)) AND DATE_LESS([Ticket created - Date],DATE_ADD(START_OF_MONTH(TODAY()), "year", -1)))
THEN [Ticket ID]
ENDIF
Attribute: Running Year (Month):
IF(MONTH_NUMERIC([Ticket created - Date]) < MONTH_NUMERIC(TODAY()) AND YEAR([Ticket created - Date]) > YEAR(DATE_ADD(TODAY(), "year", -2)))
THEN CURRENT_YEAR()
ELSE CURRENT_YEAR() - 1
ENDIF
Hope you're able to get this to work on your end!
Exibir comentário · Publicado 13 de fev. de 2024 · Crawford Philleo
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Crawford Philleo criou uma publicação,
Hi, I was asked to cross-post to this forum from this article.
I'm pretty concerned that it doesn't appear the "Change attribute" feature will be included with the new dashboard builder. Nearly every dashboard I have for our organization utilizes this functionality. Change Attribute widgets allow you to see a time-series report (column or line, for example) by date, week, month, quarter, hour, etc., giving the user a lot of flexibility with reporting.
I will typically build a report that uses a Date ([Ticket created - date], [Ticket solved - date], etc.) time attribute as the default, and then add a Change Attribute widget giving the user flexibility to view the metrics by those other divisions of time given an associated date range (e.g.: last 12 weeks by week, last 6 months by month, 4 quarters by quarter).
The change attribute is extremely useful in other ways. For example, you can build group custom attributes that are sub-sets of longer lists of custom field values or agent names, and then change attributes can be used to update a set of reports to show a different portion of the data, or as a way to change your aspect perspective of the data (kind of like decomposing, but not drilling). I find this workflow to be a little more intuitive than using data filters.
Is this feature being considered for inclusion with the new dashboard builder at all? I'm under the impression that eventually we're getting kicked off the classic builder altogether. There are lots of other great features in classic (for design / layout) that I'm really sad to have to abandon.
Publicado 06 de dez. de 2023 · Crawford Philleo
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Crawford Philleo comentou,
Hi, I'm pretty concerned with the status of "Change attribute" and whether or not it'll be included with the new dashboard builder. Nearly every dashboard I have for our organization utilizes this functionality. It makes it so much easier to build a simple dashboard that allows you to see a time-series report, and quickly view the data by date, week, month, quarter, hour, etc. I will typically build a report that uses a Date time attribute as the default, and then add a change-attribute that allows the user to change their date range and flexibly update the report to show a metric by those other divisions of time.
The change attribute is extremely useful in other ways. For exmaple, you can build group custom attributes that are sub-sets of longer lists of custom field values or agent names, and then change attributes can be used to update a set of reports to show a different portion of the data, or as a way to change your aspect perspective of the data (kind of like decomposing, but not drilling). I find this workflow to be a little more intuitive than simple filtering.
Exibir comentário · Publicado 20 de nov. de 2023 · Crawford Philleo
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Crawford Philleo comentou,
Hey there - thanks for checking this out. I'm looking at the version on my own dashboard, and I see I'm using the `TODAY()` function instead of `NOW()`. Let me know if that fixes the issue - if not, it'd be helpful to know what error you're sseing.
Thanks!
Exibir comentário · Editado 13 de mai. de 2023 · Crawford Philleo
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Crawford Philleo comentou,
Was getting ready to create my own post about this. I'd love a way to view unused metrics and attributes and delete in bulk. I create lots of tests, or re-think how certain metrics/attributes are created and replace them all the time. If I were able to get rid of the junk, stuff like Decompose and Drill would be so much more useful to my team.
Exibir comentário · Publicado 01 de dez. de 2022 · Crawford Philleo
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Crawford Philleo criou uma publicação,
It would be great if some additional keyboard shortcuts/hotkeys were added to Explore.
I know you can use "Command + B" to refresh reports on a dashboard tab (which I love), but how cool would it be if you could use a hotkey to change tabs within a dashboard, or engage full screen, widget slideshow-mode, scroll through widgets.
Just a thought!
Publicado 17 de out. de 2022 · Crawford Philleo
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Crawford Philleo criou uma publicação,
Hey there -
I have a sidebar app that I've developed and noticed that recently the Users endpoint is timing out when making a request to this url:
`{domain}/api/v2/users.json?role[]=agent&role[]=admin&page[size]=100`
Getting 503 errors. If the request is successful, it's super, super slow, so much so that I had to remove this API request from my app functionality in the short-term to fix it.
Did anything change with our account that might cause this, or is there something wrong with this endpoint in general? Any suggestions for better performance? A dev at my company recommended I reach out about this after taking a look with me.
Thank you!
Publicado 16 de set. de 2022 · Crawford Philleo
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Crawford Philleo comentou,
Hey Dave -
Yes, Requester ID is there for sure, but that is different from "Requester external ID" which is what I'm hoping to use for certain applications, but does not seem to be available.
Exibir comentário · Publicado 30 de jul. de 2022 · Crawford Philleo
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