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Gerardo
Entrou em 16 de out. de 2021
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Última atividade em 29 de dez. de 2023
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Atividade mais recente por Gerardo
Gerardo criou uma publicação,
Hi whoever is able to reply to my question,
I am having trouble by creating an accurate report based on tags.
Creating a group attribute with tags and using the D_Count Ticket metric doesnt help.
Issue is that some Tickets have multiple tags of the Group created and for this reason are counted twice or more.
Example.
Group A = Tag_1 Tag_2 Tag_3
Group B = Tag_4 Tag_5 Tag_6
Ticket contains Tag_3 and Tag_5 counts as 2 tickets for Group A and Group B
Also by separeting the tags they are counted twice for tickets.
How can I count the number of tickets that contains multiple tags but not risking making it count mulitple times?
Publicado 10 de fev. de 2023 · Gerardo
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Gerardo comentou,
Hi,
how are follow-up tickets considered in the one touch tickets?
I have noticed that every ticket is counted separately.
The same for merged tickets. I know that we can exclude merged tickets, but do we consider follow-up tickets.
For me this should be not considered a one touch ticket.
Main ticket= 1 customer message + 1 agent reply = ticket closed
Follow-up ticket= 1 customer message + 1 agent reply
The above should not be considered one touch ticket, how do I calculate this?
Exibir comentário · Publicado 02 de dez. de 2022 · Gerardo
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Gerardo comentou,
Hi there,
Will there be an option to see the live data for SLA like breached and achieved or also by SLA metrics?
Or is this already available?
Exibir comentário · Publicado 12 de out. de 2022 · Gerardo
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Gerardo criou uma publicação,
Hi,
The audit section could have more filters by example filtering who did the action or on which account the action was made.
Example scenario:
Agents suspends an account or marks a tickets as spam. There is no way to identify who did this action. Unless you scroll the entire audit log list until you find something, but this can take some time.
Publicado 26 de jul. de 2022 · Gerardo
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Gerardo criou uma publicação,
Hi,
Is there any workaround to create views based on SLA metrics?
Or conditions to add tags to tickets with SLA metrics?
Or anything that can be filtered in Zendesk support to identify which tickets is closed to be breached and which metric if Reply time or Solved time?
Any workaround?
I was thinking to add a tag when agent replied to a ticket and remove it when customer reply. In this way we can filter with all tickets that still need a reply and attention from us.
How would be that possible?
Publicado 22 de jul. de 2022 · Gerardo
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Gerardo comentou,
Hi,
I agree to this, Ideal would have also a condition based on metrics example ticket SLA Next reply time breached or Agent working time breached.
Exibir comentário · Publicado 21 de jun. de 2022 · Gerardo
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Gerardo comentou,
Hi there,
Is there a way to filter the SLA for reply and solving time?
Ideal would be to have a view for each. Or a to add a tag dedicated to one of both breached.
Or a way to prioritize one to another?
Example for us might be important to reply time over the solving time when breached.
Or to sort them based on metrics
Exibir comentário · Editado 17 de jun. de 2022 · Gerardo
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Gerardo comentou,
Hi Heather Rommel,
We followed all the steps above and thank you for this powerful hint.
I have a question about this part
We get the error that the account is not authorized, we add the email of the Jira integration account created as service account, what is the token here to add? the one of the api connection the same as for the password?
The error
Exibir comentário · Editado 28 de abr. de 2022 · Gerardo
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Gerardo comentou,
Hi @...,
Thanks a lot for the hint, I am very interested, but we are not using messaging, we still use chat.
Therefor I believe, we can not participate, as it is in the requires.
Exibir comentário · Publicado 08 de abr. de 2022 · Gerardo
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Gerardo comentou,
Hi,
why no community moderator of Zendesk had some thoughts on this topic?
Can we get a feedback?
Exibir comentário · Publicado 29 de mar. de 2022 · Gerardo
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